Job Description
- Resolves problems with customers via telephone email or chat sessions using basic technical product knowledge and interpersonal skills.
- Troubleshoots problems with appropriate applications, products and vendors.
- Identifies and documents customer issues, and escalates as directed.
- Develops an understanding of multiple applications and platforms.
- Communicates basic technical solutions to customers using effective communication, listening and comprehension skills.
- Diffuses upset customers fully documents customer interactions in real-time
- Solves problems within defined quality standards using a basic understanding of products, solutions, and customer environments
- Identifies and escalates complex problems under direct supervision
- Works on a limited variety of problems of limited scope using defined procedures and practices
- Collaborates with fellow technicians and supervisor to solve problems
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