Customer Service Representative

DUTIES AND RESPONSIBILITIES

Provide customer service via email/tickets, chat, and calls
Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives
Process requests and enter/update business/personal information in our database
Document all information according to standard operating procedures
Perform the tasks at the required speed and accuracy to meet the client's KPI and SLA requirements
Provide prompt, reliable, and accurate information to customers
Maintain effective communication during conversations by adjusting to the pace and technical level of the customer
Communicate positively with team members, customers, and partners

MINIMUM REQUIREMENTS AND QUALIFICATIONS

Ability to work in the intensity of high-volume emails, calls, and live chats and capable of upholding the highest quality standards
Ability to work on holidays and weekends
Ability to work in a dynamic environment with minimal supervision

Key Skills

Experience working with customer support
Experienced in tech support primarily supporting internet service providers or network hardware manufacturers.
Working knowledge of office equipment, computer hardware, and peripheral devices
Excellent knowledge of word processing tools and spreadsheets (MS Office Word, Excel etc.)
Good command of English both oral and written and customer service skills
Great attention to detail

Educational Background

Work Experience

Demonstrated competency in the following areas is also required:

Proven ability to work within deadlines and under pressure
Examples of taking initiative in a work setting, with positive outcomes
Proven to be a lead-taker, and able to work with passion without the need for constant coaching or manager intervention
Escalations or tier 2 support experience is a plus
Comprehensive knowledge of internet networking is a plus

Language Skills