Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems. Non-technical teams provide support to internal and external customers and resellers via incoming customer contacts to the company Customer Solutions Center through telephony or e-support methods.
Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end- user to the proper resources.
Monitor the service event through completion for compliance.
Develop and learn managing customer requests and feedback.
Education and Experience Required:
High school education or equivalent. Up to 6 months of prior general experience, or equivalent college level education required.
Knowledge and Skills:
Superior communication skills both written and verbal
Experience in customer facing role either remote or face to face
Understands internal processes and tools
Computer proficiency Problem solving skills
Accuracy in data entry
Excellent fluency in language to be supported.
Experience in a phone based remote role
Familiarity with computer technology
Time management skills
Oversee compliance with operating procedures and standards