Customer Support Analyst - Service
Customer Support Analyst - Service
Position Summary
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.
We are hiring for our 3rd / overnight shift (Midnight to 8:00am).
Primary Duties and Responsibilities
Answer incoming calls and enter information into system (FieldPoint) to open new service calls.
Open incidents received via email by customers by entering all information into Fieldpoint reaching out to customer if more information needed.
Determine entitlement of existing and new customers. Research entitlement of equipment to determine plan of action.
Work closely with 50
field engineers communicating customer problem and tracking of all steps until resolution.
Review all Emails that come into service (18K month) for determination of next steps.
Back up team members when call volume is high.
Meet or exceed departmental call and handling standards, as well as applicable service level agreement requirements.
Reporting and special projects as assigned
Other duties as assigned.
Minimum Qualifications and Requirements
Education: High School Diploma, Associates Degree or working towards a degree.
Experience: 1-3 years related customer interface experience as well as :
Hands on, highly involved, engaged customer service experience
Account management experience
Phone experience
Park Place Technologies is an Equal Opportunity Employer M/F/D/VEstimated Salary: $20 to $28 per hour based on qualifications.
Position Summary
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.
We are hiring for our 3rd / overnight shift (Midnight to 8:00am).
Primary Duties and Responsibilities
Answer incoming calls and enter information into system (FieldPoint) to open new service calls.
Open incidents received via email by customers by entering all information into Fieldpoint reaching out to customer if more information needed.
Determine entitlement of existing and new customers. Research entitlement of equipment to determine plan of action.
Work closely with 50
field engineers communicating customer problem and tracking of all steps until resolution.
Review all Emails that come into service (18K month) for determination of next steps.
Back up team members when call volume is high.
Meet or exceed departmental call and handling standards, as well as applicable service level agreement requirements.
Reporting and special projects as assigned
Other duties as assigned.
Minimum Qualifications and Requirements
Education: High School Diploma, Associates Degree or working towards a degree.
Experience: 1-3 years related customer interface experience as well as :
Hands on, highly involved, engaged customer service experience
Account management experience
Phone experience
Park Place Technologies is an Equal Opportunity Employer M/F/D/VEstimated Salary: $20 to $28 per hour based on qualifications.
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