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Customer Support Specialist 4

Responsibilities

  • Answer phone calls and emails promptly and professionally.
  • Collaborate with team members, including senior resources, to coordinate schedules and resolve technical issues for clients.
  • Listen to client concerns empathetically and strive to provide effective solutions.
  • Demonstrate excellent organizational and communication skills to ensure successful customer interactions.
  • Escalate high visibility and critical issues to management as needed.
  • Conduct follow-up calls with clients to ensure satisfaction and capture new information for service tickets.
  • Maintain accurate records by updating service tickets with relevant information.
  • Interact with clients and internal teams in a friendly and service-oriented manner.
  • Adhere to company standards, including attendance, grooming, and security guidelines.
  • Perform additional duties as assigned by management.

Qualifications

  • Basic IT knowledge to communicate with customers and “ask the right question” to assess their needs for effective ticketing.
  • Experience in utilizing the Microsoft Office suite and navigating computerized systems.
  • Proven track record of delivering superior customer service practices.
  • Ability to communicate professionally across various channels, including in person, email, telephone, and ticketing tools.
  • Clear and coherent in both written and verbal communication skills with the capacity to convey information effectively.
  • Effective listening skills and the ability to provide constructive feedback.
  • Strong problem-solving skills with the ability to analyze issues efficiently.
  • Capability to maintain composure in stressful, high-pressure situations, handling objections and disputes to achieve satisfactory results.

Screening Criteria

  • Highschool diploma or bachelor’s degree in information technology or a related field.
  • At least three (3) years of customer service experience.
  • Must have a stable employment history.
Job Location: WFH Permanent

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