Customer Service RepresentativePosted: Full Time

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!

What we’re looking for:
Responds to customer inquiries via telephone or email to provide problem resolution in accordance with the Organizations service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to sales representatives or technical/service areas. Maintain detailed and current knowledge of the companys products and services. Analyze customer service needs for communication to service and technical departments. Requires ability to navigate a computerized data entry system or other relevant applications. Frequently reports to the Customer Service Manager.

Primary Duties / Responsibilities

Handles inbound customer inquiries in a 24/7 environment via CHAT, PHONE and EMAIL while adhering to established Service Level Agreements and Key Performance Indicators
Needs to handle all interactions using excellent problem solving skills by accurately diagnosing the issue with the pre-defined knowledge base and possess excellent customer handling skills.
Troubleshoot issues related to account, entitlement, access and licenses and work with L2 teams to resolve issues faster
Work on keeping minimal to Zero backlogs and provide superior customer experience and first day resolution
Proactively provide all the relevant information on the enquired product and explain the features, advantages, and benefits with the accurate technical specifications.
Initiate required action for issue resolution and communicate to the appropriate personnel including outbound calls for quicker resolution
Contributes to knowledge management system in the form of updating or creating policies and proce

Tagged as: billing, customer service, sales