Customer Support Analyst
Customer Support Analyst
Answers inbound calls from customers under contract with hard/software issues. Delivers a high quality and consistently positive customer experience using required standards. This includes gathering the needed information from the customer and/or the Field Engineer in order to determine entitlement of the customer. The person will enter all necessary information into Fieldpoint and notifying the Field Engineer about the customer issue. Responsibility for ownership of the call until completion. Unfailing follow up until agreed upon resolution for all assigned calls.
ESSENTIAL DUTIES AND
Responsibilities:
oAnswer incoming calls and enter information into system (FieldPoint) to open new service calls.
oOpen incidents received via email by customers by entering all information into Fieldpoint reaching out to customer if more information needed.
oDetermine entitlement of existing and new customers. Research entitlement of equipment to determine plan of action.
oWork closely with 50
field engineers communicating customer problem and tracking of all steps until resolution.
oReview all Emails that come into service (18K month) for determination of next steps.
oBack up team members when call volume is high.
oMeet or exceed departmental call and handling standards, as well as applicable service level agreement requirements.
OTHER DUTIES AND
Responsibilities:
oReporting and special projects as assigned
oOther duties as assigned.
MINIMUM
Qualifications:
Education
High School Diploma, Associates Degree or working towards a degree.
Experience
1-3 years related customer interface experience as well as :
oHands on, highly involved, engaged customer service experience
oAccount management experience
oPhone experience
Certifications or Licenses
None required.
Special Knowledge, Skills & Abilities Reasoning Ability: Ability to apply common sense understanding to carry out instructions, funished in written, oral, or diagram form. Abillity to deal with problems involving several concrete variables in standardization situations.
Communication Skills: Ability to communicate clearly and concisely using proper English grammar. Ability to defuse customer anger when challenged with a difficult situation.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Other: Strong problem solving skills with the ability to ask applicable questions to arrive at a decision. Ability to work in a fast paced environment and multi-task. Ability to work a flexible / varied schedule. Able to understand different contractual agreements to provide entitlement. Communication includes constant interaction with internal customers including Contracts, Customer Analyst Level 2, and Field Support. Able to write effective narratives in the system detailing call progress and closure. Positive customer service team orientation is critical.
PHYSICAL DEMANDS:
oLong periods of time sitting at a desk (daily).
oManual dexterity to operate computers, related hardware and general office equipment, such as phone, fax/copier/scanner.
oInfrequent reaching, pulling and pushing with hands and arms.
oMust be able to speak and hear adequately.
oClear vision at close, mid and far distances.
oOccasional driving.
WORK ENVIRONMENT:
oOffice environment (controlled climate).
Park Place Technologies is an Equal Opportunity Employer M/F/D/V
Estimated Salary: $20 to $28 per hour based on qualifications.
Answers inbound calls from customers under contract with hard/software issues. Delivers a high quality and consistently positive customer experience using required standards. This includes gathering the needed information from the customer and/or the Field Engineer in order to determine entitlement of the customer. The person will enter all necessary information into Fieldpoint and notifying the Field Engineer about the customer issue. Responsibility for ownership of the call until completion. Unfailing follow up until agreed upon resolution for all assigned calls.
ESSENTIAL DUTIES AND
Responsibilities:
oAnswer incoming calls and enter information into system (FieldPoint) to open new service calls.
oOpen incidents received via email by customers by entering all information into Fieldpoint reaching out to customer if more information needed.
oDetermine entitlement of existing and new customers. Research entitlement of equipment to determine plan of action.
oWork closely with 50
field engineers communicating customer problem and tracking of all steps until resolution.
oReview all Emails that come into service (18K month) for determination of next steps.
oBack up team members when call volume is high.
oMeet or exceed departmental call and handling standards, as well as applicable service level agreement requirements.
OTHER DUTIES AND
Responsibilities:
oReporting and special projects as assigned
oOther duties as assigned.
MINIMUM
Qualifications:
Education
High School Diploma, Associates Degree or working towards a degree.
Experience
1-3 years related customer interface experience as well as :
oHands on, highly involved, engaged customer service experience
oAccount management experience
oPhone experience
Certifications or Licenses
None required.
Special Knowledge, Skills & Abilities Reasoning Ability: Ability to apply common sense understanding to carry out instructions, funished in written, oral, or diagram form. Abillity to deal with problems involving several concrete variables in standardization situations.
Communication Skills: Ability to communicate clearly and concisely using proper English grammar. Ability to defuse customer anger when challenged with a difficult situation.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Other: Strong problem solving skills with the ability to ask applicable questions to arrive at a decision. Ability to work in a fast paced environment and multi-task. Ability to work a flexible / varied schedule. Able to understand different contractual agreements to provide entitlement. Communication includes constant interaction with internal customers including Contracts, Customer Analyst Level 2, and Field Support. Able to write effective narratives in the system detailing call progress and closure. Positive customer service team orientation is critical.
PHYSICAL DEMANDS:
oLong periods of time sitting at a desk (daily).
oManual dexterity to operate computers, related hardware and general office equipment, such as phone, fax/copier/scanner.
oInfrequent reaching, pulling and pushing with hands and arms.
oMust be able to speak and hear adequately.
oClear vision at close, mid and far distances.
oOccasional driving.
WORK ENVIRONMENT:
oOffice environment (controlled climate).
Park Place Technologies is an Equal Opportunity Employer M/F/D/V
Estimated Salary: $20 to $28 per hour based on qualifications.
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