Customer Service Agent

3 weeks ago


Bartlesville, Oklahoma, United States Apex Systems Full time

Key Responsibilities:

  • Provide exceptional customer service by responding to incoming incidents and service requests via phone, web, chat, and email.
  • Build rapport with customers to gather incident details and document all pertinent end customer information.
  • Classify, prioritize, and escalate issues to experienced analysts or Team Leads when necessary.
  • Document troubleshooting steps, actions taken, and outcomes for accurate incident resolution.
  • Utilize standard diagnostic utilities and knowledge base articles to aid in resolution.
  • Perform fixes at the desktop level using remote tools, including installing and upgrading software.
  • Manage network and system access, and troubleshoot account-related issues with elevated access to cloud-based tools.
  • Evaluate documented resolutions and analyze trends to prevent future issues.
  • Recommend process improvements and suggest updates to procedures.

Preferred Skills and Experience:

  • 0-2 years of experience in customer service/support or help desk/call center environments.
  • Ability to provide technical and troubleshooting support.
  • Ability to learn terminology, applications, and standard procedures.
  • Performs routine and basic tasks using established procedures.
  • Availability for a variable work schedule including weekdays, weeknights, and weekends.


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