Customer Solution Centers are made up of teams that provide remote offsite service customer access, presales, postsales, 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. Nontechnical teams provide support to internal and external customers and resellers via incoming customer contacts to the company Customer Solutions Center through telephony or esupport methods.
Responsibilities
Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an enduser to the proper resources.
Monitor the service event through completion for compliance.
Manage the service requests of customers through different access channels.
Reviews customer feedback related to customer entitlement case management and analysis of statistics related to customer access phone case management. Provide resolution and feedback based on analysis.
Leads in projects for process or quality improvements and documents changes.
Works with escalated customers and drives actions in post incident reviews.
Manages multiple tasks or cases simultaneously without supervision.
Acts as a mentor and may provide some supervision of other nonexempt employees. May provide input on training material for new and existing processes. Provide training to new and existing employees as needed. Process expert and subject matter expert on standard and nonstandard delivery types.
Education and Experience Required
High school education or equivalent Typically requires a minimum of 1 year general experience, in Customer Service.
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
Advanced knowledgeable in call routing and case management processes and obligation systems.
Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
Organizational skills to manage workflow and tasks
Process analysis and documentation
Ability to mentor and train new agents
Ability to participate or lead in projects for process or quality improvements.
