Milestone Technologies, Inc.

  • Contact Center, Escalation Support Specialist

    Job ID
    2019-8418
    # of Openings
    1
    Category
    IT/Engineering
    Hire Type
    Regular Full-Time
    Job Category
    Customer Service
  • Overview

    The objective of the Escalation Support Specialist is to answer customer calls and email requests for support of the digital content and peer to peer transactions. Troubleshooting problems with downloading, viewing, and purchasing content as well as mobile transactions.

    Responsibilities

    • Ensure excellent customer satisfaction.
    • Take ownership of case and provide best effort support, no matter the inquiry.
    • Assist users with order processing digital content orders and general inquiries.
    • Assist users on technical issues via phone/email/chat.
    • Work with other agents to resolve tickets.
    • Triage the Email Support Queue for routing to client and vendor partners, as needed.
    • Manage an individual ticket queue, and make outgoing calls as needed.
    • Openness to work flexible hours as required (Mon - Fri 5AM - 7PM).
    • Files bugs on emerging issues.
    • Creates Knowledge Base documentation.
    • All other tasks as assigned.

    Qualifications

    Required Skills

    • 1-2 years troubleshooting cloud based applications.
      Strong written and oral communication.
    • Able to adapt communication approach based on customer product knowledge.
    • Familiarity in browser, mobile apps technology, and apps/digital content management.
    • Customer service experience to be able to provide white-glove service.
    • Flexible and willing to do additional tasks as assigned.

     

    Additional Skills

    • Excellent Teamwork Skills.
    • General knowledge of peer to peer (P2P) transactions
    • Aptitude to learn new hardware and software quickly.
    • Experience with CRM systems preferred but not required.
    • Nexus, Pixel, Chrome OS, Android experience is a plus.

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