Client Tech Support Rep III

Moorepark, CA 93021 | Contract

Post Date: 05/30/2018 Job ID: 50022 Industry: Other Area(s)

Responsibilities:
  • Handle moderate to complex issues analyzing and resolving problems for customers by determining and explaining the best solution for the problem 
  • Use online knowledge help systems to conduct research and answer questions 
  • Document actions taken in various systems required for each program 
  • Interface with other internal departments and/or clients to follow up on customer requests which require research and respond to customer requests appropriately and timely 
  • Escalate issues to management and/or clients following defined procedures 
  • Maintain client customer service and satisfaction standards in all customer contacts 
  • Develop and maintain an excellent working relationship with internal/external customers 
  • Act as a mentor for frontline support team associates 
  • Contribute content to online knowledge help system 
  • Perform other duties as assigned 


Requirements:
  • Minimum 2 – 3 years of customer service experience, working with complex financial services technology. 
  • High proficiency with PC/Windows related software (MS Office) required 
  • High ability to multi task and manage multiple products on multiple systems 
  • Excellent organizational skills and attention to detail required 
  • Strong critical thinking / problem resolution and follow up skills 
  • Excellent verbal and written communication skills 
  • Excellent interpersonal skills including ability to maintain professional presence at all times 
  • Ability to interface with all levels associates and managers for both internal and external customers 
  • Must be able to work in a fast-paced environment, with daily processing efficiency requirements 
  • Ability to work effectively with minor supervision 
  • Must be able to thrive under pressure 
  • Experience delivering customer service to both B2B and B2C customers ideal 
  • Bilingual (Spanish/English) speaking skills a plus 

 
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