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Customer Support Representative
2 months ago
Once selected, you should be eligible for the pass-through Drug Test and Background Test. Role: Customer Support Representative Location: Webster, NY 14580 Contract Duration: 12 Months SHIFT: flexible to varying s hifts ranging from 7 am - 11 pm (Mon Friday) This position is responsible for providing a superior customer experience while reducing Customer downtime by providing Remote Hardware, Software, and Network Technical support solutions to Internal and External Customers & Partners. Client is a premium brand and customers globally associate that with a belief that they will be treated with the utmost care, knowledge, and professionalism always. Client is looking for people that are excited to learn and grow, providing comprehensive training and career progression opportunities. Based on performance, individuals in this role can be considered for permanent hire by Client. The C&TS Representative is critical in the Service Support Cycle using advanced tools (CareAR , remote desktop tools, etc.) to troubleshoot & resolve issues received via Telephony, Portal Tickets, Emails & Web Chat. When a Remote Solution is not possible, responsibilities will extend to problem diagnosis & entitlement validation (determining the Customer s warranty/contract and/or billing status) prior to placing an onsite service call or escalating. This position is focused on Remote Technical Support & requires Superior Customer Service Skills that include Empathy and Urgency as well as sound Troubleshooting ability, Technical Skills & Aptitude. Client provides extensive training on all troubleshooting tools, products & systems. Client s Digital Service approach enables remote success for our customers & has been cutting-edge for many years with devices designed to get customers back to work quickly. This also ensures that our field technicians can reach the customers that truly need them, the fastest. Detailed Requirements Provide an Excellent Customer Experience using sound listening skills, empathy & urgency; when necessary, effectively diffuse and recover service concerns with the Customer Solve Customer Hardware, Software, and Networking problems at first contact using Client Systems & tools Proactively communicate the benefits of diagnosing and resolving issues Resolve incoming Customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary Contribute to knowledge systems to enhance solutions provided to customers Can Execute processes unique to Client Major Account Customers to ensure Service Level Agreements are met Provide feedback on Policies and Procedures to improve Customer experience continuously Maintain product & software knowledge Performance focused measured on providing great experiences and resolving technical issues by making good business decisions on each interaction Represent Client to Customers & Partners in a Friendly, Professional and Ethical manner Qualifications Post-Secondary Education is an asset Technical support experience is an asset Solid Problem-Solving Skills - experience with troubleshooting technology issues such as Xbox, PlayStation, mobile devices, software, computers, printers, etc. is an asset Friendly & Able to communicate effectively listening, written & verbal Ability to deliver results independently and as a part of a team Critical thinking and decision-making Ability to multitask effectively with attention to detail Prior support center experience not required Metasys Technologies is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
