- Provides first level support for inbound incidents and Service Requests from end users and client IT staff.
- Maintains end to end responsibility for customer's support needs providing timely, reliable, and courteous service.
- Participates in and adheres to all Standard Operating Procedures (SOPs) such as the PDS Incidents and Service Requests.
- Assists with the development and improvement of work instructions, procedures, standards, and documentation.
- Exceptional Attendance is a must.
- Mentors and assists with training other customer support specialists.
- Acts as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group.
- Manages the queue regularly to ensure adherence to SOPs.
- Maintains an appropriate level of skills to handle incidents and requests in line with established service levels.
- Provides feedback of intelligence gained through customer interactions.
- Makes or suggests updates to the Knowledge within the Knowledge Management databases.
- High School Diploma or equivalent required
- Customer Support Specialist (CSS) Certification
- 2 years' experience working in a Customer Service role preferred but not required
- Professionally respond to telephone calls, emails, chats, and voicemails for customer support
- Technical writing experience
- Innovative, team-oriented problem solver
- Strong commitment to providing quality service
- Excellent interpersonal, negotiation and communication (verbal and written) skills.
- Excellent organizational, time management and follow through skills.
- Ability to manage multiple competing priorities
- Experience troubleshooting Microsoft Office
- Unwavering commitment to providing customers with exceptionally high-quality experience
- Telehealth and healthcare experience a plus
- Job Family: Services
- Pay Type: Hourly
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Managed Services - Atlanta, United States - Converge Technology Solutions
Description
Job Title: Customer Support Specialist (Wednesday to Saturday - 7:00 AM to 6:00 PM CST)
Are you ready to be the go-to person for our Help Desk Clients? We're looking for a Customer Support Specialist who can tackle any challenge thrown their way with a solid mix of customer service skills and tech knowledge. It's a dynamic environment managed with ITIL methodology, so get ready for a fast-paced ride!
Essential Job Responsibilities:
Mentoring, Collaboration, and Leadership
Knowledge Management and Training
Education:
Preferred Qualifications:
Job Related Experience:
Additional Skills/Knowledge:
Converge Technology Solutions provides equal employment opportunities to all employees and applicants for employment without discrimination based on various protected characteristics. Join us and be part of a workplace that values diversity and inclusion.
Other details
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