Customer Account Support Representative I

Job purpose

The Customer Account Support Representative  handles and tracks all support calls for a dedicated customer account. These accounts usually have a high volume of calls that must be processed according to a contracted level of service.

Duties and responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Answer support phone calls and emails for a dedicated customer account and create support tickets for each.
• Work with customer contacts to provide a full description of the problem or request in each ticket.
• Prioritize and route each ticket to the most appropriate party for the fastest ticket resolution.
• Perform routine diagnostics on simple tickets to help resolve or route tickets.
• Liaise with customer contacts to provide status and verify satisfactory resolution of their tickets.
• Close resolved tickets with the appropriate metadata and descriptions.
• Aid in producing reports and metrics to verify contracted service levels are being met.
• Work with application support representative to develop knowledge artifacts to aid quicker resolution of the most common and repetitive types of tickets.
• All other duties as assigned.

Qualifications

• Associate's Degree or equivalent in Information Technology, Computer Science or related field.
• 0-1 year of experience with direct customer interactions.
• Working knowledge of PCs and operating systems.
• Ability to document complex technical cases and communicate requirements both verbally and in writing.
• Awareness/training in conflict resolution and customer service techniques.
• Self-starter and quick learner that can work alone or in groups
• Enthusiasm and curiosity for discovering knowledge through hands on experience.
• Highly motivated to achieve results and satisfy customer requirements and needs.

Competencies

• Customer/Client Focus
• Problem Solving
• Time Management
• Organizational Skills
• Communication Proficiency
• Initiative
• Diversity and Inclusion

Working environment

This job operates in a professional office environment.  This role routinely uses standard office equipment such as computer, phones, photocopiers, filing cabinets and fax machines.

Physical requirements

This is largely a sedentary role, however, some filing is required.  This would require the ability to lift files, open filing cabinets and bending or standing as necessary.  This position requires the ability to occasionally lift office products and supplies, up to 20 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Direct reports

Customer Relations Manager

Position Expectations

This is a full-time position and hours of work are Monday through Friday 8:00 a.m. to 5:00 p.m.  No travel is expected for this position.

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