Will provide operational support for customers by answering inbound calls, responding to support tickets, and completing scheduled training appointments. Utilizing training and knowledge guides, the CSR will attempt to quickly diagnose issues in an effort to resolve the problem or escalate as needed.
Essential Duties & Responsibilities:
Maintains a strong working knowledge of supported products and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvements initiatives.
Gathers, prioritizes and responds to customer issues by phone, email, and remote support tools.
Promptly resolves customer service issues by phone, email, and remote support tools.
Provide operational and technical assistance to end-users on company products and services.
Documents resolution of issues in company CRM for internal publication. Educated clients on use of company products.
Assists with researching and gathering information for troubleshooting software issues.
Maintain department guidelines in regards to average handle time and productivity.
Maintain department guidelines in regards to call quality and call audit process.
Performs administrative duties, reports and special projects associate with customer support.
Additional and/or Specific Skills:
Experience with Microsoft Office, Salesforce, JIRA, GoToMeeting, GoToAssist preferred.
At Consulting Professional Resources (CPR), we provide staffing and placement services in the information technology industry for corporations that require skilled personnel for managing and executing projects. We experience rapid growth and continue to expand in the IT market.
Our goal is to provide a more profitable connection between information technology services and the companies that ut...ilize them. We focus on providing measurable results and are fully committed to the success of our clients and employees alike. We stand behind our commitment with a performance guarantee to do whatever is necessary to meet this goal.
Continuous improvement is the standard that we apply to everything from employee compensation to customer satisfaction. Pursuing this philosophy, we have built a strong reputation for quality and professionalism, becoming the long-term IT solution for many premier clients.