Customer Service Representative

7 days ago


San Diego, California, United States Cypress HCM Full time
Job Overview

Cypress HCM is seeking a highly 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.

Key Responsibilities
  • Provide initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or ServiceNow CRM in a timely efficient manner.
  • Evaluate and escalate customer issues to internal or external support resources and Subject Matter Experts when necessary.
  • Support users in the use of the ServiceNow platform by providing necessary advice and/or walk-through.
  • Identify self-service documentation gaps and provide recommendations for improvement.
  • Manage multiple cases daily and prioritize tasks to meet deadlines.
  • Collaborate with peers to resolve complex customer issues.
  • Participate in User Acceptance Testing (UAT) to ensure high-quality support services.
Requirements
  • Technical background and ability to learn and absorb technology quickly.
  • Great written and verbal communication skills.
  • Prior experience working in a helpdesk environment over phone, using technical skills to resolve end-user issues on a first-call resolution basis.
  • Ability to communicate effectively with people at all levels.
  • Ability to have difficult conversations with customers.
  • Basic understanding of ITIL skills and business processes.
  • 2-4 years working within an IT environment.


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