Technical Customer Support Representative Position Available In Palm Beach, Florida

Description Customer Service:

Provide exceptional service to internal and external customers by being courteous, polite, and friendly.

Issue Resolution:

Address customer issues immediately to determine support needs and resolution paths.

Knowledge Base Utilization:

Search Knowledge Base articles and Standard Operating Procedures for resolutions or escalate requests to higher support teams.

Technical Support:

Provide first-level technical support through email, telephone, ticketing system, and other channels.

Needs Assessment:

Guide customers in procedures for equipment requests, relocations, software installations, sign-on, or programming changes.

Documentation:

Fully document resolutions and actions taken in the ITSM ticketing system.

Team Collaboration:

Assist team members on support projects and departmental operations.

Escalation:

Consult with team lead on escalated tickets and follow-ups.

Teamwork:

Maintain excellent teamwork on all assigned and scheduled support projects.

Professionalism:

Be punctual and ready to perform duties and assignments, whether working in the office or remotely.

Administrative Tasks:

Complete timesheets, compliance training, and shift changes independently.

Additional Duties:

Perform other duties and special projects as assigned by tier members or Customer Support Leadership. Skills call center, computers/customer service, troubleshooting, customer service, customer service skills, customer inquiries Additional Skills & Qualifications Must have

Skills:

• At least 1 year of customer service, highly prefer call center experience (about 20-30 calls a day)
• Strong verbal and written communication, Must be able to clearly communicate in English
• Comfortable navigating on a computer
• Proven ability to multi-task with customer intake process concurrently:

Calls, Remedy Tickets, and Chat Preferred:

• bachelors degree (especially, a degree in Computer Science, Information Technology, Computer/Data Systems Management)
• salesforce or servicenow experience (think ticketing and resolution experience)