Job Description

Tasks

• Analyze customer problems and research solutions using the knowledge base
• Diagnose customer issues through the process of elimination by asking follow-up questions and provide easily understood answers
• Document issues appropriately based on existing guidelines
• Explain service contract provisions to dissatisfied customers
• Receive inbound customer calls, chats and Email inquiries
• Possible outbound calls to the client, client’s customers and/or client account representatives for status and clarification purposes
• Any other tasks as required by the Client's Statement of Work (SOW)

Qualifications and Requirements

• Must be at least 18 years old
• Must be a US Citizen
• Ability to favorable pass a background check
• Ability to clearly speak, read and write English
• (Bilingual positions available)
• Ability to use logic and reason to identify the strengths and weaknesses of alternative solutions
• Ability to intermediately use technology such as, internet, Microsoft Office and capability to learn client software.

Competencies

• Attention to Detail — Job requires being careful about detail and thorough in completing tasks.
• Dependability — Job requires being reliable, responsible, and dependable in fulfilling obligations.
• Self-Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
• Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
• Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations.

Working Conditions

• Sedentary Position. Position requires the use of a phone and computer at a minimum of 30 minutes at a time. Hours are scheduled on a "First Come, First Serve" unlimited basis.