Title: Customer Service Agent
Location: Chicago, IL or Remote U.S.
Overview:
Our Client, a leader in integrated payment solutions, is seeking an experienced Customer Support Agent to join their global team of customer service experts. You will be responsible for delivering high-quality technical and administrative support to their customer base.
Responsibilities:
- Deliver a high level of support based on incidents and service requests received via phone and email, on the Company’s 24/7 service support model.
- Ensure that all support requests are documented.
- Maintain and update the incident tracking system though all steps of the ticket lifecycle; from the input of the issue through to its resolution.
- Associate incidents to known errors or problems and allocate technical calls to the relevant resolver group, initiate escalation procedures, and manage incident.
- Maintain a high degree of customer service; provide status updates to customers and verify the quality of service when incidents are closed.
- Mage and safeguard the confidentiality, performance, and availability of the Company’s business applications.
- Systems Output Assessment Routine (Morning Checks, 0-call list); Decommissioning Process Enforcement
Requirements:
- Experienced customer support professional
- Service-minded individual who is an active listener and results oriented
- Experience using ticketing systems and disposition tools MS Office, Internet, Outlook
- Strong communication skills both verbal and written; ability to communicate with both technical and non-technical users
- Proactive with a well-organized attitude in all areas of customer support
- Ability to prioritize work appropriately
- Experience in the Card Payment Industry a plus
- Bilingual in Spanish a plus
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