Customer Service Agent
3 weeks ago
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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