Job Description

Job Responsibilities:

• Responds promptly and courteously to customer inquiries across phone, chat, email, and other channels to ensure a positive experience, working under general supervision.
• Provides initial troubleshooting assistance to customers, helping them resolve equipment or service-related issues using established procedures.
• Investigates and analyzes customer complaints to determine root causes and offer effective solutions.
• Records details of customer interactions, including inquiries, complaints, and resolutions, in the system.
• Assists customers with processing service requests by coordinating with internal teams to ensure their needs are met.
• Verifies and updates customer information in the system to maintain accurate and reliable records. Identifies issues that require escalation and ensure they are communicated to the appropriate team members for further action.
• Follows established procedures and guidelines to ensure consistency and compliance in customer interactions.
• Identifies recurring customer issues and suggest process improvements to better address their needs.
• Aids in the installation and upgrading of software or hardware components as necessary, following detailed instructions to ensure proper configuration.

Qualifications & Preferred Skills:

• Minimum required Education: High School Diploma, Vocational Education
• Preferred Minimum 1-3 years of Customer Service or Call Center experience; experience working in a corporate environment
• Data Analysis & Interpretation Root Cause Analysis (RCA)
• Troubleshooting
• Microsoft Office
• Data Entry
• Documentation & Reporting
• Administrative Support Escalation Management
• Customer Response Management
• Customer Satisfaction Techniques
• Customer Service Software Technical Support