Sr. Technical Customer Service Representative

Gannett Fleming is a privately held AEC firm that innovates where transportation, water, power, and buildings converge. They are seeking a Sr. Technical Customer Service Representative to provide frontline support to employees, resolve technical issues, and ensure efficient ticket resolution.

Responsibilities:

• Respond to GFT employees’ inbound inquiries via phone, secure chat, and email regarding support requests and incidents
• Exercise conversational information gathering techniques demonstrating strong call control and the ability to engender trust
• Provide world class customer service through first call resolution when possible
• Document every correspondence with end-users clearly and concisely
• Perform outbound contact to end users and work with the end users and the support team to successfully move tickets through the resolution process
• Request and secure required documentation according to documented company procedures
• Perform audits to ensure data collected in tickets is accurate
• Deliver timely, accurate and actionable information to support teams as appropriate
• Improve upon and refine customer service knowledge and techniques through ongoing training
• Take ownership of resolving end user inquiries through effective communication and attempt to foresee causes of additional inquiries
• Share insights with management regarding the root causes of end user inquiries, concerns and complaints, advocating on our end users’ behalf to improve our service, operations, and policies
• Administer various systems concerning issue tracking, end user account management, inventory, and procurement

Requirements:

• High School Diploma or equivalent
• 5-10 years' experience with customer service
• Ability to handle high volume transactions and able to meet critical deadlines in dynamic, rapidly changing environment
• Must enjoy working with people providing a genuinely helpful and empathetic demeanor
• Strong ability to understand conversational cues and react accordingly
• Truly driven to do excellent work and impress through every interaction
• Ability to recognize patterns and extrapolate information
• Ability to follow standard procedures routinely to guarantee accuracy of work
• Strong verbal and written communication skills
• Ability to work independently or collaboratively on a team
• Solid proficiency in Microsoft Office or 365 Suite
• Track record of successful high impact decision making
• Currently reside in the United States of America (USA)
• Advanced computer skills helpful
• Demonstrated interest in End User Customer service either through past experiences, applied projects, or internships