Customer Service Representative
- Expired: May 12, 2020. Applications are no longer accepted.
Under direct supervision, the Customer Service Representative receives, evaluates, and answers customer inquiries in a timely manner. This position is responsible for enhancing each customer's relationship with First Advantage services by providing support assistance with application, technical, and business process inquires within First Advantage applications to maximize total value. Support is delivered through multiple channels including phone, email and chat while contributing to ongoing enhancement of shared knowledge content and promoting overall value of First Advantage.
Strong organizational skills, analysis, high attention to detail, effective time management, solid decision making skills and effective problem solving are all key components of this role. This is a contingent position initially. Essential Duties and Responsibilities: Deliver an extraordinary customer experience that inspires satisfaction and exceeds expectations of knowledge, empathy, and professionalism. Achieve individual goals while contributing toward departmental goals for quality, customer satisfaction, issue resolution, productivity, and schedule adherence.
Provide resolutions for most low-complexity support issues for environments, databases, and applications supported by First Advantage services such as Microsoft Windows OS, Microsoft Office, and various Internet browsers (as applicable by product). Document troubleshooting steps recommended for each support incident in a clear, concise, and efficient format. Collaborate with internal experts as necessary to resolve issues.
Actively contribute toward new and updated knowledge content that supports continued enrichment of online resources that helps to resolve support cases while promoting the value of this content to all customers. Share the voice of the customer through appropriate channels to ensure all parts of the organization benefit and have the actionable information needed to drive business decisions