JOB RESPONSIBILITIES:
- Help Desk and Troubleshooting:
o Engage with customers through multiple channels, such as email, phone, chat, and
sms to manage customer relationships and to ensure execution of customer
requests
o Provide assistance to existing customers at critical times of the year. May support
multiple products and technology.
o Identify and clarify issues while working collaboratively with customers to achieve
prompt resolution
o Provide accurate, valid, and complete information using the right processes and
tools
o Handle customer complaints, provide appropriate solutions and alternatives within
time limits; follow-up to ensure resolution
o Keep records of customer interactions and documents.
o Collaborate with other team members to provide insight and guidance
o Assist new team members
o Participate in brainstorming sessions and contribute with creative ideas
o Provide training to customers on existing functionality
o Perform additional duties as needed
o Meet personal and team performance targets
