Customer Service Technical Associate – Tier 1

4 Minutes ago • 2 Years + • $45,100 PA - $61,700 PA
Customer Service

Job Description

This role focuses on enhancing customer experience by resolving technical issues and providing support. Responsibilities include addressing customer problems via phone and email, maintaining quality metrics, communicating technical information, and performing software testing to identify bugs. The associate will also assume remote control over customer computers when necessary and escalate complex issues. This position requires a mix of operational and administrative tasks, ensuring prompt and accurate solutions, and does not involve programming or systems administration.
Must Have:
  • Receive, evaluate, and answer customer problems and issues in a timely manner via phone and email.
  • Maintain or exceed quality performance metrics, including call monitoring scores.
  • Communicate and explain information and data to customers and other team members.
  • Utilize critical thinking.
  • Perform software testing to identify bugs and potential fixes.
  • Assume remote control over customers’ computers when necessary to resolve problems.
  • Escalate issues for resolution when warranted.
  • 2+ years’ experience in a B2B technical service role or equivalent education.
  • Knowledge of technical customer service processes.
  • Excellent verbal and written communication skills.
  • Troubleshooting and solving technical issues (connectivity, hardware, and software).
  • Experience working with professionals via phone and email.
  • Experience documenting information in a CRM system.
  • Experience using an order fulfillment system.
  • Proficiency with Microsoft Office Suite applications (Word, Excel, PowerPoint, Outlook).
Perks:
  • Well-being benefits (tools, programs, and resources to help employees feel healthy, happy, safe, and prosperous)
  • Valued for contributions
  • Caring and inclusive culture
  • Opportunities for growth
  • Diversity as core to collective strength and high performance

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OVERVIEW

You will enhance the customer experience by addressing technical issues and providing support. Your role will involve a mix of operational and administrative tasks, ensuring customers receive prompt and accurate solutions to their concerns. You will report to the Manager, Customer Service Operations.

The shift will be 12:00pm ET – 9pm ET. Training for the first six weeks will be 8:00am ET – 5:00pm.

RESPONSIBILITIES

  • Receive, evaluate, and answer customer problems and issues in a timely manner following established customer service procedures via phone and email
  • Maintain or exceed quality performance metrics, including call monitoring scores
  • Communicate and explain information and data to customers and other team members
  • Utilize critical thinking
  • Software testing to identify bugs and potential fixes
  • Assume remote control over customers’ computers when necessary to resolve problems
  • Escalate issues for resolution when warranted
  • Works non-standard hours when necessary
  • Performs other duties as requested by Manager
  • This position does not involve programming or systems administration

QUALIFICATIONS

Education: 2+ years’ experience in a B2B technical service role or equivalent education

Experience:

  • Knowledge of technical customer service processes
  • Excellent verbal and written communication skills
  • Troubleshooting and solving technical issues (connectivity, hardware, and software)
  • Working with professionals via phone and email
  • Building rapport with co-workers and customers
  • Gathering and analyzing customer data and user requirements.
  • Integrating information from multiple sources quickly and accurately.
  • Demonstrated ability to prioritize and manage multiple projects.
  • Working in a fast paced, dynamic, and changing environment.
  • Experience documenting information in a CRM system.
  • Experience using an order fulfillment system.
  • Experience with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook

TRAVEL: > 5% for occasional team meetings

#LI-Hbrid

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

Target salary range CA, CT, CO, DC, HI, IL, MD, MN, NY, RI, WA: $45,100 - $61,700

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