Associate Customer Support

hace 2 semanas

San José, Costa Rica DXC Technology A tiempo completo

**_ Responsibilities: _**:

- **Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.**:

- ** Monitor the service event through completion for compliance.**:

- ** Manage the service requests of customers through different access channels.**:

- ** Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis.**:

- ** Participates/leads in projects for process or quality improvements.**:

- ** Works with escalated customers and recommends actions in post incident reviews.**:

- ** Manages multiple tasks or cases simultaneously with mínimal supervision May act as a mentor or trainer in the team.**:
**_ Education and Experience Required: _**
**High school education or equivalent. Typically requires 3- 5 years general experience, or equivalent combination of experience and college level education.**:
**_ Knowledge and Skills: _**:

- **Superior communication skills both written and verbal**:

- ** Experience in customer facing role either remote or face to face**:

- ** Understands internal processes and tools**:

- ** Computer proficiency**:

- ** Problem solving skills**:

- ** Accuracy in data entry**:

- ** Excellent fluency in language to be supported.**:

- ** Experience in a phone based remote role**:

- ** Familiarity with computer technology**:

- ** Time management skills**:

- ** Oversee compliance with operating procedures and standards**:

- ** Experience in call routing and processes as well as case logging systems and obligation systems**:

- ** Strong understanding of internal processes, tools and usage of such tools in managing daily tasks**:

- ** Ability to mentor and train new agents**:

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