Customer Service Representative III

Post Date

Feb 22, 2023

Location

Alpharetta,
Georgia

ZIP/Postal Code

30005

Job Type

Contract

Job Description

Max BR: 33/hour

Location: Alpharetta GA
Can be remote EST only

Start Time: 11:00 AM EST - 8:00 PM EST Monday to Friday

We are open 8a-8p with after-hours support. 24x7 365 days with an on-call rotation.

Job Title: Technical Support Analyst I

Basic Job Function:
To provide a variety of technical support to multiple level end users in diverse technical areas. Support includes troubleshooting researching and training for proprietary products. Provides exceptional support and service through highly engaging customer interactions while following corporate policy regarding authentication data security and record retention. Support is provided via multiple communication channels: telephone e-mail and chat support using multiple CRMs.

Accountabilities:

With the customers best interest in mind the TSA shows outstanding problem solving and technical skills to effectively solve customers question and / or technical challenge

Accurately document all customer interaction research and resolution.

Acquire product knowledge to competently demonstrate the products and services we sell

Assist customers with installation of product user interface and site navigation.

Internal systems knowledge such as CRM billing admin tools website and production systems.

Provide login search usability and technical support for multiple proprietary products and services

Provide high quality customer support to internal and external customers via phone email and chat in real-time

Train support research resolve and respond to inquiries and escalations received from internal and external customers

Perform basic browser troubleshooting

Escalate issues to second level team when necessary

Qualifications:

1 year customer service in customer service contact center environment or equivalent training 2 years preferred

Strong customer focus to interact with customers

Problem Solving and basic technical skills

Excellent Customer Service skills. Excellent written and verbal communication skills.

40 hour work week minimal travel. Office environment

Preferred 2 or 4 year degree Insurance/Police record experience

Ability to multi-task and handle incoming calls as well as emails

Customer Service / Team Player oriented

Professional attitude and positive demeanor at all times.

Ability to work independently on assigned projects.

ADDITIONAL INFORMATION FROM MANAGER:
1. To get started can you give me a quick overview of your team and what you do?
We provide technical support to end users internal external customers for various products. Accurint Risk Management Govt LE AFI Through troubleshooting password reset and additional research or escalations on products.

2. The person who will be successful in this role will be somebody who?
Leadership qualities-show they dont need micromanagement
Driven for success-very motivated and takes initiative confident.
Communicates well and works well with a team

3. What would you say are the TOP 3 must-have skills youre looking for? Measurable skills technologies etc.
a. Computer knowledge-knowing how to use a computer We will train on the work part
b. Ability to multi-task- taking incoming calls working emails and possibly chat support
c. Strong professional verbal skills when talking to customers

4. How many years of experience are you looking for? As you start to go through resumes what would stand out to you as the BEST candidate versus an AVERAGE candidate?

Bi-lingual Spanish preferred

Someone who can pick up quickly that there is an issue and work to resolve asap quickly identifying next steps escalations

Customer Service skills phone emails are a plus but not a deal breaker

5. Does your teamwork standard core hours or does that vary? We are open 8a-8p with after-hours support. 24x7 365 days with an on-call rotation. This position I need someone from 11a-8p M-F.

6. Do you need someone with a particular degree or certification? No

7. What are some of the performance indicators youll be looking for once this person ramps up? Meeting deadlines quality of work etc.
We are measured through QA so quality of work is a biggie.
I provide daily numbers call volume chat email out to the team on previous day.

NEXT STEPS:
8. What date range works best to take a look at candidates and get feedback out to suppliers?

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.