Customer Service Representative

4 weeks ago

Colorado Springs, Colorado, United States Tek Experts Full time
About the Role

We are seeking a highly skilled and adaptable Customer Service Specialist to join our team at Tek Experts. As a key member of our support team, you will be responsible for delivering exceptional customer service and technical support to our premier enterprise clients.

Key Responsibilities
  • Customer Service and Support: 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.
  • Incident Management: Assign appropriate severity level, category, priority, and team to each incident, and manage the end-to-end customer case lifecycle to ensure incidents are resolved accurately and timely.
  • Collaboration and Escalation: 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.
  • Documentation and Confidentiality: Maintain documentation for all cases, including queries, process steps, resolutions consistent with commitments, and prescribed protocols, always protecting confidential and sensitive information.
Requirements
  • Customer Service Experience: Proven experience in customer service and a desire to learn new technical skills.
  • Technical Skills: Excellent multitasking, organizational, and problem-solving skills, with a strong ability to develop and maintain positive working relationships.
What We Offer
  • Competitive Compensation: The salary for Colorado residents is $17/hr. plus a quarterly bonus based on quality and productivity.
  • Benefits Package: Medical, dental, and vision benefits, legal coverage benefits, Employee Assistance Program, and pet insurance.
  • Professional Development: Opportunities to earn industry-recognized certifications in more than 1,500 courses.
  • Career Advancement: A culture dedicated to promoting from within.

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