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Customer Support Tech
Ref No.: 17-01297
Location: Hopkinton, Massachusetts
Customer Support Tech
Hopkinton, MA
6 Month Contract

Job Description
  • Customer Support for the Client VIC (Voice Initiated Calls)
  • Provides front end non-technical support for the Client's Internal and External Customers.
  • Follows call handling procedures to ensure excellence in customer service.
  • Work hours comprise of shift patterns, weekends, and holidays to cover a 24 X 7 period.
  • Provides service in English and other Languages.
  • Create, research and update service requests.
  • Route service requests to appropriate product support teams.
  • Interface with Global support teams and Field personnel.
  • Implement escalation procedures as required.
  • Execute Business Continuity procedures if needed, according to established protocols.
  • Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc.
  • Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service.
  • Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams.
  • Performs other duties as required.
  • Client Proven Professional Certification desired.
  • Customer Service skill.
  • Communication skills.
  • Interpersonal skills.
  • Organizational skills.
  • Ability to work in a team environment.
  • Able to adapt to change.
  • Strong computer skills.
  • Customer-Facing, Business-Level English speaking and writing skills required.
  • Language would be a plus but not required, Spanish or Portuguese.
  • Other Languages may be required.
  • Education Required: Associates Degree
  • Experience Required: 1-2 Years