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Customer Support Tech
Ref No.: 17-03752
Location: Hopkinton, Massachusetts
Customer Support Tech
Hopkington, MA
1 Year Contract

Job Description
  • This role is to support internal & external customers via CHAT, Phones, Queues in Advanced Services CST Team.
  • Provides front end support via online Chat, Email, and Phone for Partners, Internal and External Customers.
  • Also supports our Client's Online Support portal for Partners, Internal and External Customers.
  • Follows process and procedure to ensure excellence in customer service.
  • Work hours may comprise of shift patterns, weekends, and holidays to cover a 24 X 7 period.
  • Communicates with customers via Live Chat.
  • Chat customer support technicians assist engaging technical support, providing entitlement details, licensing queries, and online support.
  • Create, research, and update service requests
  • Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams.
  • Management of our Client's Online Support issues including locked accounts, password resets, Contact Administration, and other Online Support technical issues.
  • Work through Service Requests, email, and telephone.
  • Troubleshoot issues through to resolution. Interface with applicable partner teams, IT, sales, and other internal groups
  • Implements, escalates procedures in a timely manner to appropriate personnel as directed by Global Support Center Shift leads and management.
  • Provides support and exhibits sense of urgency reconciling inconsistencies.
  • Performs other duties as required.
Education/Experience
  • Strong Customer Support skills
  • Customer focused
  • Prioritization of tasks
  • Sense of Urgency
  • Basic computer skills.
  • Strong communication skills
  • Ability to work in a team environment.
  • Ability to work in a high-pressure environment.
  • Organizational skills
  • Able to adapt to change
  • Troubleshooting/Problem solving skills
  • Ability to multi-task
  • Adaptability; easily adapts to change and new processes
  • Positive influence
  • Education: High School diploma
  • Experience: 1+ years customer support
  • ¿All Candidates must meet the CST 1 and CST 2 requirements including typing test and phone screening by Advantage