Technical Customer Service Agent - Command Center (16850)

The Baer Group; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Technical Customer Service Agent for a dynamic remote project. This role involves providing exceptional customer support, assisting with technical inquiries, and ensuring service level agreements are met. The ideal candidate will have experience with Salesforce and ServiceNow, showcasing strong problem-solving abilities. This position offers the chance to work collaboratively with a team, identify process improvements, and contribute to a world-class customer experience. If you are passionate about technology and customer service, this is an exciting opportunity to grow your skills in a supportive environment.

Qualifications

• Proven experience in customer support, ideally with ServiceNow or similar tools.
• At least one year of experience with Salesforce, demonstrating strong problem-solving skills.

Responsibilities

• Assist retail network with technical issues via phone and Microsoft Teams.
• Identify and document process improvements to enhance service efficiency.

Skills

Customer Support

Problem-Solving

Critical Thinking

Technical Issues Assistance

Education

Salesforce Admin Certification

Salesforce Service Cloud Certification

Tools

ServiceNow

Salesforce

Postman

Job description

Technical Customer Service Agent - Command Center (16850)

Baer is looking for a Technical Customer Service Agent - Command Center for a 6+ month remote project.

Title: Technical Customer Service Agent - Command Center

Location: Remote with on-site training for 2 weeks in Cottage Grove, MN

Duration: 6 months+

Rate: Hourly Plus Expenses Reimbursed

Alignment: W2 or C2C

Description:

• Provide a world-class customer experience by assisting our retail network with technical issues and inquiries through phone and Microsoft Teams.
• Consistently meet or exceed service level agreements (SLAs) and work within established support protocols.
• Work effectively with colleagues to ensure group success. Support others in the team by sharing knowledge, helping solve problems, and achieving common goals.
• Actively identify and document process improvements and solutions to prevent repeat service tickets. Demonstrate curiosity and creativity in refining existing models.
• Effectively prioritize tasks and manage time to resolve issues quickly and efficiently.

Requirements:

• Proven experience in customer support, ideally in ServiceNow or similar tools. A background in support roles is required.
• At least one year of experience with Salesforce, demonstrating strong problem-solving and critical thinking abilities. Salesforce Admin certification and Salesforce Service Cloud certification are preferred.
• Experience with APIs and Postman is a plus, helping streamline processes and improve efficiency.

Company Overview:

Baer provides best-in-class engagement experiences for our consultants. Our job requirements are carefully vetted and are typically associated with pivotal programs offering tremendous opportunities to expand your skills leveraging the latest solutions.

Baer is an equal opportunity employer including disability/veteran.