Customer Service Representative
20 hours ago
This is an overnight position 11:30pm to 8:00am
Purpose of the Job: Responsible for exceptional front line client support by providing Tier 1 technical support through analyzing and troubleshooting technical problems and resolving relatively simple hardware, software, network and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.). Responsible for client validation, initial service ticket creation and prioritization, basic troubleshooting and resolving open incidents in the help desk as the first level of client service delivery; also performed on site for Key Accounts as designated. Document and triage the request by solving or escalating the request to Tier 2 technical support staff. Ensure help desk services are delivered to clients in a high quality and professional manner consistent with company initiatives, client expectations as well as internal and external SLAs.
Primary Roles & Responsibilities:
- Initial point of contact for clients requiring technical troubleshooting experience on hardware, software, network and connectivity issues.
- Identify, research, analyze, diagnose, resolve and close first level technical problems in a quality and timely manner.
- Escalate irresolvable issues requiring Tier 2 support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity.
- Monitor service desk tickets volume and ensure timely closure of all assigned tickets.
- Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.
- Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance.
- Analyze ticket data to identify and implement lessons learned, efficiencies and enhanced client service.
- Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.
- Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products & services that BBOX supports.
- Meet all financial performance objectives for area of responsibility and take corrective action as needed.
- Implement and make recommendations to improve methodologies, core competencies and processes for the service desk to ensure stable and quality product & service delivery consistent with company objectives and client expectations.
- Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal and external SLAs.
- Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience.
- Foster and contribute toward collaborative working relationships within NASI operations and across all levels and departments of the organization to execute service desk functions and company priorities.
- Achieve performance targets established by leadership for applicable Key Performance Indicators.
- Perform other duties as assigned by management.
Accountability - Demonstrates an understanding of the link between one's own job responsibilities and overall organizational goals and needs, and performs one's job with the broader goals in mind. Looks beyond the requirements of one's own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization's success.
Customer Focus - Demonstrates concern for meeting internal and external customers' needs in a manner that provides satisfaction for the customer. Considers the impact on the external customer when taking action, setting policies or carrying out one's own job tasks. Looks for external trends that are likely to shape the wants and needs of customers in the near future. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.
Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions. Has a strong record for making decisions that are correct and accurate. Applies strategies to implement effective decision making during crises.
Interpersonal Relationships - Demonstrates appropriate and professional behavior at all times. Uses a high degree of tact and diplomacy in working with others. Models and exercises sound judgment regarding personal conduct. Is aware of one's own style or preference and its impact on others. Earns the respect of others.
Problem Solving and Critical Thinking - Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on own knowledge and experience base and calling on other references and resources as necessary. Undertakes a complex task by breaking it down into manageable parts in a systematic, detailed way. Identifies the information needed to solve a problem effectively. Gets input from internal/external contacts who are closest to the problem.
Education / Experience Requirements
- High School Diploma required; Associates Degree in Information Technology or related, preferred.
- 1+ years of customer service or technical support experience. Technology Services or Managed Service Provider industry experience preferred.
- Possess an understanding of various technology solutions such as network management systems, network connectivity and security, unified communications and wireless technology preferred.
- Service awareness of all organization's key product and service offerings for which support is being provided.
- Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions.
- Excellent problem solving skills with demonstrated success in root cause analysis.
- Demonstrated experience of continuously expanding and leveraging knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies.
- Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
- Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud based technology systems.
#LI-AG1
About Us
What's in it for You?
Joining Black Box means you'll have the opportunity to work on exciting, highly visible projects with our customers. You'll get to know large and small organizations across the world and work to deliver best in class IT solutions. You'll be rewarded with a variety of experiences, development opportunities and exposure to some of the world's most admired companies. In addition to these rewarding experiences, you'll have access to our comprehensive Total Rewards Program. Our program continues to evolve to meet the needs of our dynamic workforce by providing a variety of benefits which are applicable and competitive for each country & region.
About Black Box
Black Box is the trusted global solutions integrator and digital technology partner. With nearly 45 years of experience connecting people and devices, we are an organization of top technical professionals dedicated to delivering solutions and services that help organizations design, build, manage, and secure their communications and IT infrastructure and networks. Technologies include 5G/OnGo, connected buildings, digital workplace, multisite deployments, data centers, and IoT.
We also design and manufacture award-winning products for Pro AV, KVM, cabling, and networking known for their advanced functionality, flawless performance, outstanding reliability and fail-safe security. We deliver high-value technology services and products through our values, such as innovation, ownership, transparency, respect and open-mindedness combined with our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of AGC Networks.
Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, sexual identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.
-
Customer Service Representative
2 months ago
Miami, United States Assurant Full timeThis role is onsite at our Miami location.?What is a Customer Service Representative at Assurant? The role of a Customer Service Representative is a key position within Assurant because you are the voice of our organization and clients. You are highl Customer Service Representative, Customer Service, Representative, Customer Experience, Retail, Insurance
-
Customer Service Representative
5 hours ago
Miami, United States Intertek USA, Inc. Full timeCustomer Service Representative - Onsite with minimal/ occasional travel Intertek, a leading provider of quality and safety solutions to many of the worlds top-recognized brands and companies, is actively seeking a Customer Service Representative to Customer Service, Customer Service Representative, Representative, Sales Engineer, Manufacturing, Retail
-
Customer Service Representative
3 months ago
Miami, United States Doosan Corp Full timeA Customer Service Representative will provide administrative sales and customer care support to a Distributor Network of 15-20, as the single point of contact for the Dealers commercial queries, requests, issues, claims etc. Good Customer Service ap Customer Service, Customer Service Representative, Representative, Order Fulfillment, Manufacturing, Sales,...
-
Customer Service Representative
3 months ago
Miami, United States Moon Moments Ltd Full timeCustomer Service Representative - Immediate Start | Paid Weekly On-site in Miami, FL A fantastic opportunity awaits in Miami, FL for an on-site Sales Customer Service Representative within our client's dynamic sales and marketing team. If you're passionate about driving sales and thrive on delivering top-notch service while achieving tangible results, we...
-
Customer Service Representative
4 days ago
Miami, United States Performing Arts Consultants Full timeAbout the job Customer Service Representative Performing Arts Consultants is committed to providing exceptional service to our customers. We are looking for a dedicated, friendly, and professional Customer Service Representative to join our team. As a Customer Service Representative, you will be the first point of contact for our customers, providing them...
-
Customer Service Representative
1 day ago
Miami, United States Performing Arts Consultants Full timeAbout the job Customer Service Representative Performing Arts Consultants is committed to providing exceptional service to our customers. We are looking for a dedicated, friendly, and professional Customer Service Representative to join our team. As a Customer Service Representative, you will be the first point of contact for our customers, providing them...
-
Customer Service Representative
2 months ago
Miami, United States Performing Arts Consultants Full timeAbout the job Customer Service Representative Performing Arts Consultants is committed to providing exceptional service to our customers. We are looking for a dedicated, friendly, and professional Customer Service Representative to join our team. As a Customer Service Representative, you will be the first point of contact for our customers, providing them...
-
Customer Service Representative
2 months ago
Miami, Florida, United States Dept Off Street Parking Full timeJob Title: Customer Service RepresentativeJob Summary:We are seeking a highly skilled Customer Service Representative to join our team at Dept Off Street Parking. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, responding to their inquiries, and resolving any issues they may have.Key...
-
Customer Service Representative
2 weeks ago
Miami, Florida, United States SSM Services, inc Full timeAbout the RoleSSM Services, inc is seeking a highly motivated and customer-focused Customer Service Representative to join our team. This role offers an exciting opportunity to work in a dynamic environment where you will be responsible for delivering exceptional customer experiences and driving business growth.Key Responsibilities:Customer Interaction:...
-
Customer Service Representative
2 months ago
Miami, United States Performing Arts Consultants Full timePerforming Arts Consultants is committed to providing exceptional service to our customers. We are looking for a dedicated friendly and professional Customer Service Representative to join our team. As a Customer Service Representative you will be the first point of contact for our customers providing them with support information and solutions to enhance...
-
Customer Service Representative
3 months ago
Miami, United States SNI Companies Full timeJob Details Seeking Out Friendly, Service-Oriented Customer Service Professionals in Doral/Medley/Hialeah! Position Overview: The Customer Service Representative will be responsible for all aspects of receiving customer inquiries, determining cost estimate, providing quotes, receiving and interpreting work scopes, reporting progress and providing status...
-
Customer Service Representative
4 weeks ago
Miami, United States Robert Half Full timeJob DescriptionJob DescriptionWe are looking for a diligent Customer Service Representative to be a part of our team. This role is based in Medley, Florida, and offers a long-term contract employment opportunity. As a Customer Service Representative, you will take on a variety of tasks, including assisting customers via phone, resolving issues related to...
-
Customer Service Representative
2 months ago
Miami, United States SNI Companies Full timeJob Details About Us: SNI Companies is a staffing agency hiring for a leading wholesale distributor of health supplements that is committed to providing exceptional products and service As part of our expansion, we are seeking a motivated and customer-focused individual to join our team as a Customer Service Representative. Position Overview: As a Customer...
-
Customer Service Representative
2 weeks ago
Miami, United States Midway Ford Miami Full timeAbout the RoleThe Customer Service Representative will provide exceptional service to our customers, handle phone calls and inquiries, and maintain the front desk area. This is an excellent opportunity to work in a fast-paced environment and make a real impact on our business.
-
Customer Service Representative
2 months ago
Miami, United States Coburn Technologies Full timeCustomer Service Representative - LAM - Location: Miami Office. Overview:Join our dynamic team at Coburn Technologies as a Call Center Representative! Youll be the first point of contact for our customers, handling incoming calls, emails, and web ch Customer Service Representative, Customer Service, Representative, Customer Experience, Manufacturing, Retail
-
Customer Service Representative
1 day ago
Miami, United States northwood Full timeThe Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.Open and maintain customer accounts by recording account informationResolve product or service...
-
Customer Service Representative
4 weeks ago
Miami, United States Global Distributors Inc Full timeCompany Description Global Distributors is a senior living equipment solution that provides innovative products to senior living facilities. Our goal is to offer the best equipment at a competitive price-point. Our founders are veteran senior living facility operators, and we pride ourselves on being at the forefront of innovation. We strive for excellence...
-
Customer Service Representative
5 days ago
Miami, United States northwood Full timeThe Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.Open and maintain customer accounts by recording account informationResolve product or service...
-
Customer Service Representative
1 week ago
Miami, United States Gap Inc. Full timeWe are seeking a Customer Service Representative to join our team at Gap Inc. As a key member of our sales team, you will be responsible for delivering exceptional customer service and driving sales.Responsibilities:Customer Interaction: Handle customer inquiries and resolve any issues in a professional and courteous manner.Sales and Service: Engage with...
-
Customer Service Representative
4 weeks ago
Miami, United States Global Distributors Full timeCompany DescriptionGlobal Distributors is a senior living equipment solution that provides innovative products to senior living facilities. Our goal is to offer the best equipment at a competitive price-point. Our founders are veteran senior living facility operators, and we pride ourselves on being at the forefront of innovation. We strive for excellence in...
