Customer Service Representative
3 months ago
Responsibilities:
- Provide Customer Support using phone and email.
- Independently respond to and provide technical assistance for incoming inquiries from users of online Treasury applications.
- Provide technical problem-solving for web browsers.
- Troubleshoot the source of issues affecting the customer's ability to access the application and respond accordingly.
- Use customer relationship management tools to document the problems and resolution of each contact.
- Support annual user access recertification efforts for Treasury applications.
- Decipher diagnostic reports.
- Process daily application audit reports and analyze results.
- nalyze existing procedures to identify constraints, and can work with peers, management, and analysts to develop or change processes to minimize constraints.
- Bachelor's Degree or commensurate experience.
- 2+ years' experience providing customer service support; preferably in a call center.
- Knowledge of computer systems, networking, computer components, LAN, browsers, mobile devices, settings, and a comfort level with troubleshooting these topics patiently over the telephone.
- Excellent customer service skills required to meet customer service quality measures.
- Use analytical skills for troubleshooting and trend analysis.
- Learn the basics of Treasury business lines and the applications that support those business lines, including functions, reports, and help text of the applications to provide premier customer support.
- Experience implementing and improving processes.
- Excellent verbal and written communication skills.
- Experience effectively training customers or coworkers is recommended.
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