The client is looking for candidates who has Call Center experience in software support and are NOT looking for engineers. They must provide software support, not hardware support and they must be in a call center role not an engineering role.

MUST:

• 5 years of experience answering inbound phone calls in a call center environment.
• At least 3 years of customer service or equivalent experience.
• Minimum of a High School Diploma or GED.
• At least 12 months of technical support experience (software preferred over hardware).
• Typing Speed/Accuracy Assessment- Must type a min of 65+ wpm with a 90% accuracy
• Proficiency in MS Office Applications
• Reliable and high-speed internet and a quiet, uninterrupted, and private workspace. Shared spaces are not permitted.

Specific Duties:

1. Listen to callers concerns; taking ownership of each callers request and managing their expectations to ensure timely resolution

2. Walk caller through troubleshooting steps via phone/email to reach resolution and eliminate root cause issues

3. Document required information through our client ticket management application known as ServiceNow.

4. Manage group by service as a team mentor to peers with troubleshooting inquires.

5. Handle customer complaints and offer elevated technical support expertise.