Senior Customer Support\/Account Representative

Description:

The Senior Customer Support/Account Representative serves as the first point of contact for users contacting our IT Service Desk. 

This role emphasizes delivering exceptional customer service while addressing incoming calls, tracking information in a call tracking system, and utilizing a knowledge base tool along with personal expertise to resolve issues efficiently. 

The goal is to provide best-in-class customer service, achieve high levels of first-call resolution, and identify opportunities to streamline and automate processes.




Responsibilities:

• Provide outstanding phone support, demonstrating strong customer service skills by:
• Actively listening to customers to accurately understand their situations.
• Showing empathy and urgency in resolving issues.
• Producing detailed and accurate documentation at the client, problem, and incident levels.
• Effectively resolving conflicts.
• Deliver high-quality technical support related to enterprise software and hardware, including:
• Assessment, triage, research, training/education, and resolution of incidents and requests in a fast-paced 24/7 environment.
• Providing after-hours and weekend support as needed.
• Maintain attention to detail and follow-through, demonstrating teamwork and a positive attitude.
• Apply technology knowledge to support all existing systems while ensuring professionalism and composure during client interactions via phone, online chat, or in person.
• Foster a positive customer support experience by building rapport and trust, ensuring timely resolution or escalation of issues with urgency and clear communication.
• Work collaboratively with internal end users to provide guidance and support while maintaining professionalism in challenging situations.
• Investigate, diagnose, resolve, and recover from hardware/software problems.
• Install, modify, clean, run diagnostic programs, and repair computer hardware, peripherals, and software.

Qualifications:

• Excellent customer service and communication skills.
• Two to five years of proven experience in a comparable, complex, high-tech, and fast-paced work environment.
• Preferred experience in a technical support role; however, not required.
• Required Education: High school diploma or GED with relevant work experience.
• Ability to diagnose issues in a complex environment and provide effective solutions promptly.
• Self-motivated with the ability to work independently in a high-pressure environment.
• Willingness to work variable shifts, including evenings, weekends, and public holidays.

Education: High School