Job Description
Essential Functions/Core Responsibilities
Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
Listen attentively to customer needs and concerns; demonstrate empathy while maximizin...
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