Customer Service Representative

Customer Service Representative position is responsible for providing exceptional front line client support, troubleshooting technical problems, and resolving incidents in a timely and professional manner. The role involves interacting with clients, analyzing and resolving technical issues, and escalating complex problems to Tier 2 technical support staff.

Requirements

• High School Diploma required; Associates Degree in Information Technology or related, preferred.
• 1+ years of customer service or technical support experience.
• Technology Services or Managed Service Provider industry experience preferred.
• Possess an understanding of various technology solutions such as network management systems, network connectivity and security, unified communications and wireless technology preferred.
• Service awareness of all organization's key product and service offerings for which support is being provided.
• Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions.
• Excellent problem solving skills with demonstrated success in root cause analysis.
• Demonstrated experience of continuously expanding and leveraging knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies.
• Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
• Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud based technology systems.