Customer Service Specialist

2 months ago

Colorado Springs, United States Tek Experts Full time

Overview:

Were looking for a creative and adaptable Customer Service Specialist to deliver world-class situation management for premier enterprise customers. That means youll build relationships with our partners and customers as the face of our clients youre not just a name on the phone, youre a dedicated expert who IT departments know and trust to investigate and solve issues that affect their business. This team embraces a growth mindset that encourages you to lean in and learn what matters most to our customers so you can make decisions that put your customers first.

Driving exceptional outcomes with purpose-built solutions.


Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. Were problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.

Tek Experts is part of TeKnowledge where innovation meets purpose. Were transforming the tech landscape globally, delivering advanced technology services, cybersecurity expertise, and unmatched technical skilling, tailored to the unique landscapes of public and private sectors.

Tek Experts is part of TeKnowledge where innovation meets purpose. Were transforming the tech landscape globally, delivering advanced technology services, cybersecurity expertise, and unmatched technical skilling, tailored to the unique landscapes of public and private sectors.

Responsibilities:

This role will:

  • Serve as a single point of contact for customers, gathering information needed to resolve cases, setting expectations, and delivering guidance on resolutions while a technical team works to resolve critical system issues.
  • Assign appropriate severity level, category, priority, and team to each incident.
  • Manage the end-to-end customer case lifecycle to ensure incidents are resolved accurately and timely, proactively following up and engaging with the customer.
  • Collaborate and seek guidance from technical engineers, subject matter experts, and other team members to validate your approach, escalating to higher-level technical support as needed.
  • Maintain documentation for all cases, including queries, process steps, resolutions consistent with commitments, and prescribed protocols, always protecting confidential and sensitive information.


Qualifications:

In this role:

  • Customer service experience and a desire to learn new technical skills
  • Excellent multitasking, organizational, and problem-solving skills
  • Creativity and adaptability
  • Skill in developing and maintaining positive working relationships

What We Offer You:

  • The salary for Colorado residents is $17/hr. plus a quarterly bonus based on quality and productivity. Pay is based on several factors including, but not limited to, education, work experience, certifications, etc.
  • Medical, dental, and vision benefits, legal coverage benefits, Employee Assistance Program, and pet insurance
  • Recurring bonus opportunities for performance and referrals
  • Opportunities to earn industry-recognized certifications in more than 1,500 courses
  • A culture dedicated to promoting from within

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