Job Summary:
**Responsibilities**:
- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection.
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Gather customer's information and determine the issue by evaluating and analyzing the symptoms.
- Diagnose and resolve technical hardware and software issues involving Spectralink products and phone extension configuration.
- Research required information using available resources.
- Follow standard processes and procedures.
- Identify and escalate priority issues per Client specifications.
- Redirect problems to the appropriate resource.
- Accurately process and record call transactions using a computer and designated ticketing system.
- Follow up and make scheduled callbacks to customers where necessary;
- Stay current with system information, changes and updates.
- Complete all reports assigned in the recurrence required.
- Comply with service level agreements.
- Work with Support Areas to resolve user inquiries.
- Support continues improvement.
- Support and help on Process documentation.
- Comply with the assigned schedule to cover the hours of operation.
- Comply with the account KPIs with an average of 95% or above.
- Support at the time that is required with any task different and or add to their fixed responsibilities (for coverage issues for vacations, permits, emergencies and/or fortuitous cases.
- Support with any other new process at the time the client requires it, provided that it has been officially included in our range of services.
- Support and assist in the documentation of the processes that may be required.
Skills and Experience:
- English - Spanish Language (Oral and writing 90 % or higher), (C1 or above).
- The resource will adjust its schedule based on the account needs.
- High School Diploma Completed.
- At least 1 or more years of Customer Service experience.
- A genuine interest in working with and helping customers.
- Must possess excellent communication skills and involvement.
- Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.
- Good presentation and a polite, tactful and friendly character.
- Must be proficient in MS Excel and have a solid background in all MS Office products.
- Fast typing skills.