Milestone Technologies, Inc.

  • Contact Center Support Technician – Tier 1

    Job ID
    2018-6238
    # of Openings
    5
    Category
    Support/Admin
    Hire Type
    Regular Full-Time
    Job Category
    Data Center
  • Overview

    Responsible for handling customer inquiries to the Customer Support Center including contacts requiring product features & functionality information, technical knowledge and interpersonal skills to assist, diagnose and resolve issues and questions. Deliver consistently high levels of customer services. Respond to and resolve customer requests, in relation to e-commerce, software, hardware and wireless connectivity issues by providing friendly and efficient customer service and utilizing defined processes and resolutions. Accurate documentation of interactions is required. Maintain data accuracy in the relevant contact management system. Understand a variety of media sources that interface with the Service Center. A passion to help others coupled with strong communication skills are important for success. Must be comfortable with rapid changes in the work environment and enjoy contributing ideas for improvement and receiving feedback.

    Responsibilities

    PRINCIPLE RESPONSIBILITIES

    ·        Answer customer support calls, document relevant case information

    ·        Ensure excellent customer satisfaction

    ·        Ability to assist users with Pre-Sales, Order Processing, General Inquiries and light technical                 issues via phone/email (as assigned)

    ·        Respond appropriately to customer escalations and escalate issues and customers to higher               tiers of support as defined and documented

    ·        Collaborate with other technicians to resolve or properly close help tickets

    ·        Manage an individual ticket queue

    ·        Responsible to follow the direction of management and provide feedback

    ·        Openness to work flexible hours as required (may include evenings, weekends and/or                            holidays)

    ·        All other tasks as assigned

     

    BUSINESS and OPERATIONAL OBJECTIVES/METRICS

     

    Additional objectives may be used based on the divisional needs or goals. This position is expected to meet or exceed defined goals for the following metrics:

    ·        Customer Satisfaction Survey Score

    ·        Quality Score

    ·        Productivity

    ·        Schedule Adherence

    ·        Attendance

    ·        Average After-Call Work (ACW)

     

    PROBLEM SOLVING

    ·        Makes good, timely decisions in defined situations with limited interdependencies or multiple             factors to consider

    ·        Asks questions and collects information to gain an accurate understanding of possible                           alternatives before making a decision

    ·        Ability to apply situational critical thinking skills to resolve customer complaints quickly and                  accurately

    ·        Demonstrate solid organizational and priority management skills

    ·        Demonstrate ability to multi-task in a dynamic work environment

    ACCOUNTABILITY/DECISION MAKING

    ·        Ability to utilize job aids and reference materials to accurately process customer questions                   and requests

    ·        Makes decisions within his/her authority and escalates problems that are beyond his/her                      scope

    ·        Demonstrates strong attention to detail

    SUPERVISORY RESPONSIBILITIES - N/A

    Qualifications

    EXPERIENCE

    ·        At least one year of experience in providing excellent customer service

    ·        Six months or more experience in front-line technical customer service role preferred

    ·        Proven ability to effectively handle diverse customers and escalations

    EDUCATION, CERTIFICATES, LICENSES, REGISTRATIONS

    ·        High School, or equivalent, graduate required

    ·        Associate’s Degree preferred or equivalent job experience preferred

    ·        Must be able to pass a criminal background check and credit check

    COMMUNICATION SKILLS

    • Possess exceptional customer service skills and ability to defuse angry and difficult customers.
    • Quickly identify and effectively align with different communication styles, is professional and positive in interactions with others and is able to establish rapport quickly.
    • Display fluency when using language (both verbal and written); has a solid knowledge of grammar, syntax and style; utilizes appropriate voice tone, speed and intonation.
    • Listen for meaning, ask probing questions and consider what others have to say
    • Regardless of outcome, demonstrate exceptional customer services skills that includes (but is not limited to):  courtesy, personalization, acknowledgement/empathy and flexibility.
    • Use good judgment and is candid and direct in interactions
    • Effectively deliver bad news taking ownership of the message and placing it in context while being empathetic.

    TECHNICAL SKILLS

    ·        Proficient PC skills required

    ·        Proficient in Microsoft Office/Google Docs and Sheets

    ·        Familiarity/aptitude with networks (Proxy Settings, Routers, Internet Modems, Ethernet),                     Android Operating Systems and Online Apps

    ·        Aptitude for wireless troubleshooting

    ·        Ability to work independently and within a team

    ·        Ability to communicate technical issues in non-technical terms

    ·        Familiar with ticketing systems is preferred but not necessary

    ·        Aptitude to learn new hardware & software quickly

    SPECIAL PHYSICAL REQUIREMENTS

    ·        Sitting for extensive periods of time

    ·        Ability to use a computer

    ·        Typing at a minimum of 30 words per minute

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