Customer service/Tech Support Representative Job in Erlanger, Kentucky US
Customer service/Tech Support Representative
Convergys is currently hiring for Technical Support Representatives. Interested? Please submit your online application today or visit our site Monday-Friday, 9AM-3PM. We are located at 1101 Pacific Avenue Erlanger, KY 41018 in the Erlanger Circleport II Business Park. DIMENSION SCOPE: Interface with customers via inbound calls or the Internet for the purpose of resolving routine problems with products or services. PRINCIPAL DUTIES AND RESPONSIBILITIES: ? Provide customers with technical troubleshooting assistance on product usage. ? Ask open ended questions to identify needs of the customer. ? Navigate through computer systems to access customer information and troubleshooting procedures. ? Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. ? Listen attentively to customer needs and concerns; demonstrate empathy. ? Clarify customer requirements; probe for and confirm understanding of requirements or problem. ? Meet customer requirements through first contact resolution. ? Confirm customer understanding of the solution and provide additional customer education as needed. ? Prepare complete and accurate work and update customer file. ? Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. ? Effectively transfer misdirected customer requests to an appropriate party. ? Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. ? Participate in activities designed to improve customer satisfaction and business performance. ? Occasionally use decision-support tools to answer questions. ? Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking. ? Offer solutions to issues that are often non-standard/non-routine and require some clarification. ? Maintain broad knowledge of client products and services. EDUCATION PROFESSIONAL CERTIFICATIONS: High school diploma or equivalent experience. CANDIDATE PROFILE: ? Knowledge of basic computer operations.Willingness to rotate shifts, as needed. ? Ability to learn. ? Courteous with strong customer service orientation. ? Dependable with proficient attention to detail.Good listening and responding skills. ? Must be flexible with the ability to adapt to changes quickly and think conceptually.Possess insight into self and others. ? Solid problem solving skills.Some technical knowledge. ENVIRONMENT, PHYSICAL OTHER REQUIREMENTS: ? Ability to perform light hand activity work at a computer/telephone station in an office environment. ? Position is primarily sedentary. ? May stretch or stand at workstation for short periods at employees option, as long as such activity does not detract from the employees work, or interfere with other employees.