Customer support Consultant

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