Customer support specialist

Location: Asford, Uk, United Kingdom
Date Posted: 11-10-2018
                                                                CUSTOMER SUPPORT SPECIALIST
The Contact Center Customer Support Specialist interacts with customers to provide customer support and process information in response to inquiries, concerns and requests about 2020 products and services.

• Provides customer support to customers over the phone
• Troubleshoots software issues and handles and resolves customer requests for assistance
• Obtains and evaluates all relevant information to handle inquiries
• Directs requests and unresolved issues to the designated resource
• Communicates and coordinates with internal departments
• Daily call tracking and monitoring of customer contacts
• In depth research and ensures customer follow-ups
• Work with senior support agents to resolve escalated tickets
• Provide remote access support to customers when required
• Work closely with senior members of the support team to contribute to our customer facing knowledge center
• Collaborate with our QA team on escalated issues
• Participate in user groups
• Propose new ways to improve the overall customer experience
• Complete each ticket thoroughly within our CRM system
• Assist in software testing prior to general release

• Prior experience as a technical support agent will be a strong asset
• Minimum 1-2 years of experience in a «Call Center» type Customer Service environment; specifically in software, hardware,           telecommunications or related fields
• Must be available between 9:00 a.m. and 6:00 p.m. for 8 hours shifts
• College degree preferred
• Ability to establish excellent business relationships
• Customer service orientation / excellent listening skills
• Good organisational skills / Detail-oriented
• Problem analysis and problem-solving skills
• Ability to work under pressure
• Computer knowledge: excellent knowledge of the Windows environment and operating systems
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