Client Technology Representative I

Purpose of the Role

With direct supervision provides entry-level, Level 1 technical support for applications and infrastructure services for CWT clients. Troubleshoots and resolves technical issues and escalates if required. Completes a limited range of tasks and follows detailed instructions for routine work.

Main Responsibilities

· Provides timely responses to first level technical issues via phone calls and emails

· Manages client inquiries and accurately documents incidents via online case management tool

· Performs troubleshooting to diagnose root cause and resolve issue quickly and effectively

· Performs testing to ensure that solution was successful

· Responds to client inquiries within SLA targets

· Escalates more complex issues to 2nd level support

Qualifications

Experience & education:

· Experience

o 1-2 years of experience in Technical Support/ Customer Service

o Call/ email handling experience is required

o Experience in handling travel account is a plus

· Languages

o Fluent in location required language(s)

· Knowledge, skills and abilities (KSAs)

o Skill development ability for delivery of IT support including business software applications

o Ability to ask open-ended questions and active listening

o Ability to perform basic troubleshooting

o Strong customer service skills

o Critical thinking skills

o Ability to work in a global, multicultural environment

o Clear communication skills, both written and verbal