The Customer Service Associate serves as the front line to
the PSC. They are actively fielding calls, emails and chats with a goal
of exceeding established service level agreements. Customer Service Associate
will perform first level problem determination and troubleshooting as well as
attempt to implement a resolution. If additional access or a higher level of
knowledge about the environment is required to implement a solution. The Tier 1
agent will utilize appropriate escalation processes to transition the caller to
the correct path for resolution of their reported concern. Customer Service
Associate is managed on their performance, customer service, and continued commitment
to success and learning. Customer Service Associate will be granted access to a
comprehensive knowledgeable base to assist them with resolution of problems as
well as various training sessions to attend.
In addition to Telephone Support, Customer Service Associate will also help
support customers through Chat and Email Mediums simultaneously. The support
department runs 24x7x365 and Customer Service Associate may work varied shifts
that could include nights, weekends, and holidays. Assignments of duties and
daily tasks can change on a regular basis and focus can be reflected in a
change in accounts supported.
PRIMARY RESPONSIBILITIES, ESSENTIAL FUNCTIONS AND REQUIREMENTS:
Communication & Professionalism:The Customer Service Associate’s role is one that supports various clientele in
technical and non-technical scenarios. Maintaining excellent customer service
and professional communication is critical to the success of individuals within
this position.
• Be accountable for seeing assigned cases and tasks to completion by providing
detailed documentation of all details and troubleshooting steps taken for each
support request to eliminate repetitive steps.
• Triage with upper-level agents to determine appropriate case resolution
measures and implementation of solutions.
• Ensure professional and respectful communication is maintained in all
interactions including over the phone, via email, and chat correspondences.
Teamwork & Collaboration:Teamwork and collaboration with PSC employees and outside departments are
critical elements to being successful within the PSC. The Customer Service
Associate is a focal point for all inbound activities and it is critical to
convey and maintain a collaborative environment to ensure the support requests
are resolved in a proper and positive manner. It is of utmost importance that
PSC staff members maintain a reassuring and positive atmosphere for the caller.
• Proactively work with PSC employees and PSC Leadership to better understand
supported environments as well as fostering a collaborative partnership.
• Work with Technical Support Analysts as well as other departments to escalate
support requests in the event that a resolution cannot be found at the Customer
Service Associate level.
• Focus on the understanding of as well as meeting and exceeding customer
service level agreements and customer satisfaction ratings.
• Work with PSC Leadership to implement new initiatives and practice coaching
requests.
• Maintain an active approach to utilizing the Wiki and suggest updates when
necessary. Consult Technical Support Analyst or leadership when discrepancies
are found so corrections and additional research may be put forth to better the
tools utilized within the PSC.
• Continued development of knowledge and utilization of PSC support tool sets.
Commitment to Learning:
The PSC is a place in which systems and support models rapidly change. Support
topics can vary on a day-to-day basis but can include PC & MAC
troubleshooting (Hardware, Software, Network Connectivity, etc.), assisting
with navigation and proper function of a Learning Management System (Online
School Environment), as well as other current and future topics that will be
introduced on a consistent basis. Being able to quickly learn these environments
and manage the day-to-day variance is critical. Following and participating in
the development of internal Personal Support Center policies and procedures
will ensure a consistent approach to case management.
• Take advantage of knowledge sharing sessions, online knowledge bases,
standard operating procedures, and communication with other departments.
• Collaboration with PSC Leadership to suggest updates to department Knowledge
Base (Wiki).
• Commitment to reviewing all training communications, coaching opportunities,
as well as continual review and reflection upon all PSC information content
sources. Such as Wiki, SharePoint, and other department websites.
RequirementsEXPERIENCE AND QUALIFICATIONS:
• Entry level understanding of Customer Service Principles
• Entry Level understanding of Technical Skills
• Customer Service and/or Technical background
• Availability to work a flexible schedule that may include nights, weekends, holidays, and on-call rotation.
• Ability to work within tight time constraints and maintain call quality, provide excellent customer service and
provide detailed, accurate and quality documentation.
• Strong communication skills and proven track history of excellent customer service.
EDUCATION, CERTIFICATIONS AND LICENSURES:
• Associates Degree or equivalent experience preferred but not required.
WORKING HOURS:
12 AM US Central Time to 9 AM US Central Time (10AM to 7PM Pakistan time).
