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New York, United States VNS Health Full timeProvides efficient and courteous consumer service via various contact center technologies, such as chat, inbound/outbound calls, email, web, etc., to determine needs and to facilitate timely and appropriate services. Provides timely and effective cus Bilingual, Agent, Chinese, Customer Service, Relationship, Communications, Healthcare
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Call Center Agent
2 months ago
About Company
technology& is a leading consulting firm backed by expertise in navigating the tech landscape, delivering tailored solutions that fuel the business evolution.
We are in urgent search of IT Call Center Agents to support one of our clients engaged in technology business. Paid training will be provided. Candidate must be eligible to live and work in the USA.
Duties and Responsibilities
- Answering phones and chats from customers professionally and responding to customer inquiries
- Provide L1 and L2 support to the parents, staff, and other DOE customers.
- Engaging language translation services as needed, nine languages using a third-party tool.
- Logging calls into Customer Relationship Manager (CRM) IT Service Management (ITSM) tool
- Researching required information using available resources such as knowledge base, workflows, and defined scripts.
- Identifying customer problem and following the script to provide resolution.
- Obtaining and evaluating all relevant data to handle inquiries.
- Recording details of comments, inquiries, and actions taken
- Escalate priority issues to the team leaders for a successful resolution.
- Routing created tickets to the appropriate L2/ L3/ L4 teams for resolution.
- Completing call notes and call reports as necessary and updating them in the CRM.
- Other duties as assigned.
Essential Knowledge & Experience:
- Excellent written and oral communication skills coupled with a customer service orientation.
- Showing that you are self-motivated with a willingness to take on the challenge of solving client’s problems.
- Work cooperatively within the team, exchange information, and assist other team members in achieving team objectives and work outcomes.
- Help desk experience, managing tickets, and experience of supporting IT Help Desk for clients preferred.
- Experience with CRM/ITSM tools preferred.
- Demonstrated experience in independent troubleshooting of technical issues for clients.
- Microsoft tools experience, word, xls, ppt.
