Customer support Consultant
- Expired: over a month ago. Applications are no longer accepted.
Job Title :- Customer support Consultant
Job Location :- Cary, NC (Remote till covid+
Responsibilities
Will provide critical remote support to the executive leadership- C-Suite and Executive level end users from multiple offices across the globe on Verizon's portal /application issues
High level of customer service efficiency and establishing white glove support to users with ownership
Dedicated and focused support to the customers
Communicating customers through various channels (e.g. phone, email, chat) until their technical issues get resolved
Adhere to the high SLA for resolution with quick turnaround
Address customer tickets for Verizon specific high importance portal /application issues
Follows established processes and procedures, documenting work performed, including steps to resolve
Taking ownership of reported customer issues and seeing problems through to resolution
Asking customers specific questions for quickly understanding the root of problems Guide customers with simple, step-by-step instructions by following the SOP to the core without deviation
Conduct remote troubleshooting if necessary as part of SOP to identify the portal/application issues.
Test to ensure issue is addressed with all the available options until you resolve an issue
Record issues, solutions and all the actions taken to troubleshoot the issues in ticket work notes
Ticket queue handling with clear documentation & communication with customers
Ensure the resolutions are consistent as per SOP with company standards and policies
Contribute to the improvement of knowledge base articles
Requirements
Proven work experience as IT customer support technician for Large Organization with VIP support
3 + years of hands-on experience in supporting SOP driven application issues/portal issues remotely
1+ year at least of handling VIP support users and resolution of the issues for these users
Knowledge of tools like Service Now, BMC or any other ticketing tools
High understanding of customer service and working with end users remotely
Working knowledge of remote technical support (portal solution/customer related applications etc.)
Familiar with basic IT and network concepts
Ability to perform remote troubleshooting and provide clear instructions
Excellent problem-solving and multitasking skills
Customer-oriented attitude, interpersonal skills and brilliant organizational skills
Ability and willingness to work extended hours or modified schedules to support the project requirements
The position may require work in shifts across 24/7 with after-hours and weekends
Ktek
Address
Cary, NCIndustry
Business
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