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Customer Service Representative

2 months ago

Colorado Springs, Colorado, United States Base2 Solutions Full time

Job Summary

Base2 Solutions is seeking a skilled Customer Service Representative to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our clients worldwide.

Key Responsibilities

  • Resolve technical problems and answer queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
  • Diagnose, identify, isolate, and analyze problems utilizing historical database records.
  • Route calls to product line specialists, application, or system support specialists as needed.
  • Maintain and update records and tracking databases.
  • Alert management to recurring problems and patterns of problems.
  • Provide first contact and incident resolution to customers with H/W, S/W and application problems, including both customer telephone support as well as electronically submitted requests.
  • Provide polite and customer-friendly service support for problem resolution.
  • Attempt to resolve as many incidents during the first contact, or at Tier 1 and efficiently escalate incidents to higher Tier II or Tier III when required.
  • Document incident status and solutions in incident database tools.

Requirements

  • High School Diploma/ GED + Relevant experience: 1 year
  • Associates Degree + Relevant experience: 0 years
  • Bachelors Degree + Relevant experience: 0 years
  • Masters Degree + Relevant experience: 0 years

Training and Certifications

  • 8570 IAT level II
  • One of the following: A+ CE (CompTIA), HDI-CSR (Customer Service Representative), HDI-SCD (HDI Support Center Director), HDI-SCA (HDI Support Center Analyst), ITIL Foundation, Microsoft Office 365

Work Schedule

NOC is 24x7 shift work; to include weekends and holidays for all employees

Day Shift: 6am 2:00pm

Swing Shift: 2pm 10:00pm

Mid Shift: 10:00pm 6am