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Technical Support Representative
2 months ago
Customer Care Agent / Night Shift
Job Category: Customer Care
Requisition Number: CUSTO001271
Job Overview
The Customer Care Agent plays a crucial role in ensuring the seamless operation of customer services during the night shift, from 8:30 PM to 5:00 AM. This position is dedicated to the proactive monitoring, escalation, and resolution of issues while efficiently processing requests from both clients and internal stakeholders.
Key Responsibilities:
- Serve as the primary point of contact for customers, addressing inquiries and concerns related to their hosting services.
- Monitor and respond to customer communications regarding data center activities that may affect their hosting solutions.
- Handle requests submitted through the customer portal with diligence and attention to detail.
- Identify, escalate, and resolve incidents in accordance with established procedures and training.
- Provide timely updates to relevant parties, ensuring clear communication throughout the resolution process.
- Utilize network/system monitoring tools to maintain operational stability of customer environments.
Essential Skills:
- Exceptional customer service abilities with a focus on professionalism and thoroughness.
- Strong verbal and written communication skills, complemented by analytical thinking.
- Ability to collaborate effectively within a team-oriented environment.
- Proficient in multitasking and managing various responsibilities simultaneously.
- Quick adaptability to procedural changes and emerging technologies.
- Demonstrated problem-solving capabilities with an emphasis on timely resolutions.
Qualifications:
- A Bachelor's degree or equivalent experience in related fields is preferred, though not mandatory.
- Relevant training certifications in associated fields or equipment are advantageous but not required.
- 2-3 years of experience in enterprise IT support or service provision is preferred; general customer service experience may be considered.
At Cyxtera Technologies, we value attention to detail, effective communication, and a positive attitude. We are committed to providing equal employment opportunities to all qualified applicants.
