Customer Support Representative

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Job Description

JOB SUMMARY:

The Customer Support Representative serves as the initial point of contact for Level 1 Helpdesk and provides global support for end-user requests and issues related to US Government services Capabilities required include good attention to detail and coordination skills to clearly identify and resolve a high percentage of request during initial call, and escalating more complex problems to a second level support organization. This position monitors open cases to ensure issues are resolved in accordance with established Service Level Agreements.

Ensures all customer interactions are fully documented in the company ticketing system.

Minimum Requirements

Key Responsibilities

• Receive enquiries and service requests from customers, and provide service either through resolving on first point of contact, or by escalating to the appropriate second level contact for resolution
• Prioritise, triage, and solve customer issues based on established processes and workflows, escalating as necessary
• Answer Inbound Calls and resolve as many cases as possible at Level 1
• Assess and provide clear, detailed descriptions of issues escalated to Level 2
• Document, track, and monitor client inquiries and issues in a detailed manner to ensure a timely resolution
• Continually keep customers informed of the progress and status of their inquiries
• Contribute unique issues and resolutions to knowledge base
• Contribute to feedback and documentation regarding product defects and
  
  

enhancement requests

Required Skills And Knowledge

• Excellent verbal and written communication skills required to respond to customer requests via telephone calls and email
• Ability to manage and diffuse difficult or emotional customer situations, and knows when to escalate within established policies and procedures
• Experience with help desk software (specifically Salesforce Service Cloud is
  
  

preferred)

• Experience with incident ticketing system (specifically Service Now is preferred)
• Demonstrated flexibility and responsiveness to work in a global, multicultural,
  
  

the fast-paced, ever-changing environment

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