**About Us**
Deliver a competitive advantage for your brand with deeper customer connections in the moments that matter.
**Job Summary**
To efficiently provide high quality and accurate resolutions to customers under stipulated policies and procedures, in a constant evolving environment by offering world class customer support.
**Requirements**:
- English level (85%>) (Must).
- Full Schedule Flexibility (must).
- Previous Customer Service & Technical Support Experience (must).
- Bachelor's, or Technical Certificate degree in Information Technology or related field for L2 agents (desired)
- A minimum of one-year experience utilizing call management software, Case system & monitoring tools - such as ServiceNow CSM, ServiceNow, Remedy, HP Service Center, etc. in a Call Center/Service Desk environment supporting 30-40 calls/day.
**Responsibilities**
- Highly skilled at customer-facing support and customer-facing communications skills
- Communicates in easy-to-understand language that matches the technical communication of the caller.
- Breaks things down, as needed, to ensure the caller understands the information exchange.
- Seeks to ensure, through active listening, what the caller is requesting and can paraphrase back to the customer, interpreting knowledge for applicability.
- Ability to organize information and develop action plans to delight customers.
- Effective adaptability to work well and quickly establish rapport with people from different disciplines and organizational levels with varying degrees of technical skills.
- Protect private information through high standards of integrity from the end user through Corporate-wide levels.
- Understands and adheres to Client policies and procedures.
- Results-oriented: seeks to achieve individual goals for monthly call and case quality goals, daily attendance, and utilizes good time management.
- Escalates issues and/or cases to higher-level technical support teams when appropriate and within the service levels expected.
- Uses sound judgment in decisions and interactions with internal and external customers.
- Advanced understanding of the logical relationships of configuration items making up the IT service, deep understanding of how the service is leveraged to enable Client to attain its goals and strategies.
