Customer Service/Order Entry
Company Name:
Arca24.com
Start date: ASAP
Duration: 4 months
Minimum salary: 13.00 USD
Maximum salary: 13.00 USD
Salary period: Hourly
ESSENTIAL DUTIES
Answer 3rd-party vendor toll-free number
Provide logistical support for the repair of server hardware issues
Open trouble tickets in 3rd party systems and work with vendors
Create and update trouble tickets using corporate ticketing system, Salesforce.com
Interface directly with customer(s) to resolve service requests.
Ensure that customer SLA commitments are consistently met while providing a high level of customer satisfaction.
Obtain and provide timely service updates to/from relevant parties.
Maintain accurate case documentation for all service requests. This includes detailed notes, escalation management and closure codes.
Enthusiastically meet or exceed performance metrics as set forth by management.
Adhere to operational processes and guidelines for Operations Center employees.
Interface effectively with all employees, customers, and vendors.
Maintain a high level of professionalism and integrity.
Understand and work with a sense of urgency for resolution of customer issues.
Actively participate in mandatory meetings, training sessions, and projects.
Performs other duties as assigned and required. Duties and responsibilities may change from time to time without notice and include but are not limited to the duties described above.
REQUIRED SKILLS/KNOWLEDGE/COMPETENCIES
Direct customer service experience with the ability to consistently achieve high levels of customer satisfaction.
Strong familiarity with basic telephony, personal computers, printers, current operating systems, MS Office, Outlook, mobile communication devices, and web browsers.
Knowledge of IT concepts, terminology and practices
Excellent technical and non-technical written and verbal communication skills.
Ability to multi-task while following established guidelines, policies and procedures.
Ability to excel and remain positive in a high-pressure, dynamic, 24x7 team environment.
Quickly adjust to priority changes or work assignments without sacrificing quality.
Demonstrate a sustained commitment to quality, professionalism, and integrity.
Experience performing remote support via telephone, email, and remote access tools.
Experience working directly with outside vendors to report or escalate issues.
PREFERRED SKILLS/KNOWLEDGE/COMPETENCIES
Ability to coordinate multiple projects
Exposure to Windows based operating systems and hardware components
Experience with SalesForce.com
Experience in Helpdesk support
Comp TIA A
or Network
certification.
QUALIFICATIONS
2 Year Technical Associates Degree or similar experience.
4 Year Technical Degree Preferred
1 Year direct customer service experience.
1-2 years Call Center technologies.Estimated Salary: $20 to $28 per hour based on qualifications.
Arca24.com
Start date: ASAP
Duration: 4 months
Minimum salary: 13.00 USD
Maximum salary: 13.00 USD
Salary period: Hourly
ESSENTIAL DUTIES
Answer 3rd-party vendor toll-free number
Provide logistical support for the repair of server hardware issues
Open trouble tickets in 3rd party systems and work with vendors
Create and update trouble tickets using corporate ticketing system, Salesforce.com
Interface directly with customer(s) to resolve service requests.
Ensure that customer SLA commitments are consistently met while providing a high level of customer satisfaction.
Obtain and provide timely service updates to/from relevant parties.
Maintain accurate case documentation for all service requests. This includes detailed notes, escalation management and closure codes.
Enthusiastically meet or exceed performance metrics as set forth by management.
Adhere to operational processes and guidelines for Operations Center employees.
Interface effectively with all employees, customers, and vendors.
Maintain a high level of professionalism and integrity.
Understand and work with a sense of urgency for resolution of customer issues.
Actively participate in mandatory meetings, training sessions, and projects.
Performs other duties as assigned and required. Duties and responsibilities may change from time to time without notice and include but are not limited to the duties described above.
REQUIRED SKILLS/KNOWLEDGE/COMPETENCIES
Direct customer service experience with the ability to consistently achieve high levels of customer satisfaction.
Strong familiarity with basic telephony, personal computers, printers, current operating systems, MS Office, Outlook, mobile communication devices, and web browsers.
Knowledge of IT concepts, terminology and practices
Excellent technical and non-technical written and verbal communication skills.
Ability to multi-task while following established guidelines, policies and procedures.
Ability to excel and remain positive in a high-pressure, dynamic, 24x7 team environment.
Quickly adjust to priority changes or work assignments without sacrificing quality.
Demonstrate a sustained commitment to quality, professionalism, and integrity.
Experience performing remote support via telephone, email, and remote access tools.
Experience working directly with outside vendors to report or escalate issues.
PREFERRED SKILLS/KNOWLEDGE/COMPETENCIES
Ability to coordinate multiple projects
Exposure to Windows based operating systems and hardware components
Experience with SalesForce.com
Experience in Helpdesk support
Comp TIA A
or Network
certification.
QUALIFICATIONS
2 Year Technical Associates Degree or similar experience.
4 Year Technical Degree Preferred
1 Year direct customer service experience.
1-2 years Call Center technologies.Estimated Salary: $20 to $28 per hour based on qualifications.
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