• Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and          problems

• Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client     products

• Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed

• Solve problems that are generally unstructured and require extensive use of conceptual thinking skills

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedure

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

• Clarify customer requirements; probe for understanding

• Prepare complete and accurate work including appropriately notating accounts as required

• Participate in activities designed to improve customer satisfaction and business performance

Candidate Profile 

• Associate’s Degree in related technical discipline with six years of related technical experience preferred

• Achieve and maintain recognized and applicable technical certification(s)

• Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair)

• Working knowledge of client technical systems

• Courteous with strong customer service orientation

• Ability to effectively communicate, both written and verbally

• Ability to learn including strong problem solving skills

• Dependable with proficient attention to detail

• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

• Ability to work as a team member, as well as independently with minimal supervision

• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

• Able to rotate shifts, as needed

• Based on location and/or program, additional experience/skills may be required

*Job requirements may vary by country and will not contravene any local laws