It Customer Service Specialist

Important Client of People Working Corp, dedicated to providing education and certification programs, seeks a person to perform functions such as **IT **Customer Service Specialist.**

**Requirements**:

- Bachelors degree in Management or IT related fields is preferred.
- ** Advanced English Language C1**:

- Work from Office 100% - San Jose
- 1 to 3 years of relevant proven professional experience IT Customer service support.
- Experience working with customers and colleagues located in different time zones.

**Key Responsibilities**:

- Troubleshoot and resolve customer service inquiries while building a relationship with the customer
- Strictly monitor the Ticketing System by following active procedures in place.
- Collaborate with the other CSSs (Customer Service Specialist) and the rest of staff to provide the best response/solution possible to the customers.
- Assist customers in understanding how our digital system works and gain the most value out of our services.
- Provide high quality service to improve the overall Net Promoter Score.
- Handle every support case with the utmost level of professionalism and empathy.
- Rotate shifts with the other CSSs and work during public holidays.
- Complete other administrative tasks related to online examination.
- Keep up with the latest digital system, and process changes to provide adequate and accurate guidance to the customers.
- Keep the colleagues and top management informed for any potential pattern of issues raised by customers.
- Develop written policies, procedures, forms, and monitor overall customer service strategies.
- Draft support scripts, FAQs, manuals (both textual and video formats), and contribute in updating and expanding knowledge base available through the Help Center.