Customer Service Associate

About Collabera:

Established in 1991, Collabera is one of the fastest growing end-to-end information technology services and solutions companies globally. As a half a billion dollar IT company, Collabera's client-centric business model, commitment to service excellence, and Global Delivery Model enable its global 2000 and leading mid-market clients to succeed in an increasingly competitive marketplace.

With over 8,200 IT professionals worldwide, Collabera offers value-added onsite, offsite, and offshore technology services and solutions to premier corporations. The company has received numerous accolades, including:

• Best Staffing Company to work for in 2012 by SIA.

• Listed in GS 100 for excellence and maturity.

• Named among the Top 500 Diversity Owned Businesses.

• Ranked among the top service providers in GS 100.

• 32nd in the Top 100 Large Businesses in the U.S.

• 18th in the Top 500 Diversity Owned Businesses in the U.S.

• 3rd in the Top 100 Diversity Owned Businesses in New Jersey.

• 3rd in the Top 100 Privately-held Businesses in New Jersey.

• 66th on Fin Tech 100.

• 35th among top private companies in New Jersey.

For more information, visit here.

Collabera values human capital and provides opportunities for growth and professional excellence. Benefits include paid vacations, holidays, personal days, Medical, Dental and Vision insurance, 401K retirement plan, Life Insurance, and Disability Insurance.

• Provides customer support via telephone and/or Internet (instant message, email), handling inquiries and resolving basic issues such as address changes, order processing, warranty, or billing/payment. Escalates product or service-related issues to the appropriate Product Support Specialist. Performs administrative duties as needed.

General

Duties & Responsibilities:

• Serves as the primary contact for inbound customer issues, supporting via phone, email, or instant message. Escalates technical issues accordingly.
• Handles a high volume of inquiries related to FIS products and services, resolving a targeted percentage.
• Troubleshoots customer problems, identifies root causes, and uses appropriate tools to resolve issues.
• Escalates unresolved issues, follows up, and seeks coaching to improve knowledge.
• Documents support requests accurately and updates customer information.
• Meets quality standards, adheres to schedules, and manages average handle time.
• May mentor less experienced Customer Service Associates.

Educational Requirements:

• High school diploma or GED required. Associate or Bachelor’s degree preferred, or equivalent experience.