Job Description
This is a flexible/as NEEDED REMOTE Contract position. Location: Remote- will need to work on our ET schedule. Shift: As needed Role Objective The Flexible Remote Help Desk Agent is responsible for providing Help Desk support to our customers. The focus is on delivering an excellent customer service experience including: · Be a Trusted advisor. · Listen & understand our client's needs. · Solve client problems using knowledge & expertise. · Go the extra mile when needed. · Finish the job – resolve the issues reported by the customers. Duties and Responsibilities · Answering phones / chats from customers professionally and responding to customer inquiries · Provide support to the customers who may call, e-mail, and or send a Chat to our Helpdesks. · Engaging language translation services as needed, nine languages using a third-party tool. · Logging calls into Customer Relationship Manager (CRM) IT Service Management (ITSM) tool · Research information using available resources like knowledge base, workflows, defined scripts. · Identifying customer problem and following the script to provide resolution. · Obtaining and evaluating all relevant data to handle inquiries. · Recording details of comments, inquiries, and actions taken · Escalate priority issues to the team leaders for a successful resolution. · Routing created tickets to the appropriate L2/ L3/ L4 teams for resolution. · Completing call notes and call reports as necessary and updating them in the CRM. · Must work as per quality parameters defined for the calls and tickets.
About UCC
We are a Digital Product Engineering company that is scaling in a big way!