Technical Customer Service

ActOne Group is seeking a Technical Customer Service representative to provide support in a higher education setting. The role involves answering inquiries, managing customer cases, troubleshooting software issues, and ensuring excellent customer service while working in a fast-paced environment.

Responsibilities:

• Answer phone calls, chats, and other electronically delivered requests to the call center
• Process email requests and issues delivered to the call center
• Own and manage case including communication and resolution to customer using call ticketing system
• Research and escalate issues when necessary to Tier 2 support
• Responsible for handling all customer inquiries and questions that come into the support center
• Provide excellent customer service at all times
• Follow up to customer inquiries by taking specific action in a timely manner
• Troubleshoot software and system problems in addition to MHE product troubleshooting
• Exercise retention efforts when appropriate
• Work with confidential customer information
• Problem solve and provide guidance to help customers resolve issues
• Enter data from customers into various software programs
• Thrives as a team player in a fast-paced, high-energy, change-oriented environment
• Participate in additional training courses
• Perform other related duties and assignments as required and as assigned by supervisor or manager

Requirements:

• Answer phone calls, chats, and other electronically delivered requests to the call center
• Process email requests and issues delivered to the call center
• Own and manage case including communication and resolution to customer using call ticketing system
• Research and escalate issues when necessary to Tier 2 support
• Responsible for handling all customer inquiries and questions that come into the support center
• Provide excellent customer service at all times
• Follow up to customer inquiries by taking specific action in a timely manner
• Troubleshoot software and system problems in addition to MHE product troubleshooting
• Exercise retention efforts when appropriate
• Work with confidential customer information
• Problem solve and provide guidance to help customers resolve issues
• Enter data from customers into various software programs
• Thrives as a team player in a fast-paced, high-energy, change-oriented environment
• Participate in additional training courses
• Perform other related duties and assignments as required and as assigned by supervisor or manager
• Excellent verbal and written communication
• Possess analytical and problem-solving skills
• Professional demeanor with the ability to maintain even temperament in high pressure situations
• Ability to organize, prioritize workload and multi-task
• Detail oriented
• 2-3 years computer usage experience
• Experience using call ticketing system, i.e. Salesforce.com or similar
• Experience using call center phone system, i.e. Avaya
• Ability to troubleshoot basic browser issues (clear cache/cookies, etc.)
• Internet tools for Window or Mac such as Firefox, Internet Explorer or Safari
• Outlook
• MS Office
• Spanish Speaking is a plus
• 2 years of job-related experience in a call center environment preferred
• 2 years customer service experience preferred