Customer Support Agent

Job Title:

Customer Support Agent

Position Overview:

Customer Support Agent is responsible for providing quality and efficient customer support to customers through quality phone calls and tickets daily, as well as various tasks assigned to the agent.

Job responsibilities that are specific to the position:
Maintains daily communication with the team and hits productivity standards.
Receive incoming customer calls, emails, and create tickets for Requests.
Responds to High and Critical priority tickets/projects according to standard operating procedures.
Serve as initial responder within the hosted environment in the notification, identifying, an documenting the information.
Assists the manager with daily operation of the Customer Support Center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
Provide remote support via a combination of telephone and remote support tools.
Take deliveries from vendors, process and scan packing slips.
Communicate (both verbally and in writing) with customers in a formal and professional manner.
Create and manage the lifecycleof ticket request sin the company’s ticketing system.
Create and Utilizeformal Work Instruction (WI) documents and other documented knowledge to follow the proper procedures.
Ensure escalations are handled in a professional, consistent, and relentless manner.
Adhere to the Customer Support Center Ops Manual

Technical skills:
1-2 years of Customer Service.