Customer Service Agent Level 1

OpenKrill; United States; On-site; USD 38,000 - 54,000; Full time

Job summary

PelicanCorp seeks a Customer Service Agent to be the frontline for support of customers using our xAccess hosted solutions. You will handle inquiries via phone, email, and chat, provide basic troubleshooting, and guide users to knowledge base resources.

You will resolve issues by clarifying questions, identifying causes, selecting effective solutions, and following up to ensure complete resolution in line with SLA expectations.

Qualifications

• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels (phone, email, online).
• Acknowledging and triaging customer communication.
• Assess incoming inquiries and prioritize accordingly.
• Basic troubleshooting tasks, with view to resolve or elevate.
• Follow up with customers (based on SLA’s).
• Keeping records of customer interactions, transactions, comments and complaints.
• Communicating and coordinating with other team members as necessary.

Responsibilities

• Answering phone calls, emails, online chat and responding to customer questions.
• Assisting customers through basic troubleshooting steps and directing users to knowledgebase articles.
• Resolving product or service problems by clarifying the customer's inquiry; determining the cause; selecting and explaining the best solution; expediting correction or adjustment and following up to ensure resolution.

Skills

Positive attitude

Prompt responses

Multi-channel communication

Triaging inquiries

Prioritization

Basic troubleshooting

Follow-ups

Record keeping

Team coordination

Customer satisfaction

Procedures compliance

Operational tasks

Knowledge base updates

Team contribution

Job description

The Service Delivery Team guides the customer from sales order through their implementation and to the ongoing operation. You will be the frontline in dealing with the support of customers and users on PelicanCorp’s' xAccess hosted solutions. Customer Service Agent duties and responsibilities generally include answering phone calls, emails, online chat session and responding to customer questions and assisting customers through basic troubleshooting steps and directing users to appropriate knowledgebase articles. The main tasks of a Customer Service Agent, however, include resolving product or service problems by clarifying the customer's inquiry; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up to ensure resolution.

PERSONAL SKILLS & QUALITIES

• Maintaining a positive, empathetic and professional attitude toward customers at all times
• Responding promptly to customer inquiries
• Communicating with customers through various channels (phone, email, online)
• Acknowledging and triaging customer communication
• Assess incoming inquiries and prioritize accordingly
• Basic troubleshooting tasks, with view to resolve or elevate
• Follow up with customers (based on SLA’s)
• Keeping records of customer interactions, transactions, comments and complaints
• Communicating and coordinating with other team members as necessary
• Ensure customer satisfaction and provide professional customer support
• Follow communication procedures, guidelines and policie
• Level 1 Operational tasks to keep systems in top health
• Update product Knowledge Base when new issues are found and resolved
• Contribute to team effort by accomplishing related results as needed