Call Center Representative

4 weeks ago


West Columbia, United States TEKsystems Full time

HYBRID AFTER TRAINING Description: Seeking a Customer/Product Support Analyst who will provide quality support with a high degree of customer satisfaction on technical and complex operational systems requests/questions in a professional and timely manner for association, bank, and external customers. Performs advanced customer service activities, leverages advanced processes or tools to support internal and external customers and logs, documents and researches all customer calls/emails/requests using the call tracking system in accordance with established call handling procedures. Receives, investigates and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served. Will train on new business applications and be prepared to support upcoming system implementations. Maintains high levels of customer satisfaction, demonstrates commitment to quality, related to operational and technical support of complex products and/or processes of the bank. Knowledge of major products and services and has the ability to apply this knowledge appropriately. Learns existing business applications, how they interact with other applications and provides timely support to end users. Resolves customer/ Association partner inquiries and issues. Recommends appropriate solutions. Resolves complex or reoccurring issues. Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions. Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. Demonstrates support of teammates, second level staff, senior management, processes and procedures and assigned tasks to ensure the success of the Customer Support department and system deployments. Ensures the customers issue is fully resolved for all requests. Uses multiple system tools to search and troubleshoot questions and issues of systems and applications Ability to manage multiple concurrent objectives, making effective judgments as to prioritizing and time allocation, as well as, being accountable for personal self-development to include maintaining knowledge for supported systems Experience Level: Intermediate Level About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.



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