Just-Link J

Tier II Support Agent. (BB-41C30)

Encontrado en: Mipleo CR

Acts as second level of support within the Service Center. This includes but is not limited to, handle incoming and escalated customer calls and troubleshooting matters. Responsible for promoting our Company?s products and services while providing customers a professional and positive call experience. Works under established procedures but is also able to adapt to customer inquiries and requests with little direction. Makes outgoing calls as needed and appropriate.
- Interact via phone call with customers and other organizational team members
- Responds to tickets escalated from Tier I
- Handles complex processes and time sensitive escalations
- Successfully manage assigned ticket to closure
- Follow-up with end users to provide status updates as per service level guidelines (SLA's)
- Provide primary support for escalated inquiries from internal and external customers
- Required to exceed the expectations for department metrics, program Service Level Agreements and department Service Level Standards
- Illustrate initiative; proactively contacts customers to identify and address root cause of breakdowns and errors
- Ability to act as a shift point of contact providing direction to the team while ensuring coverage is met
- Identify gaps in documentation, processes and job aids. Communicate with leadership in a timely manner to close gaps
- Demonstrates high levels of professionalism by maintaining accountability, promoting respect, staying work-focused, being punctual, demonstrating a positive attitude, minimizing conflict and encouraging others
- Helps create a culture of excellence by exceeding expectations for metrics and SLA?s
- Requests assistance from internal departments to address challenges impacting customers, including after hours and on-call issues and incidents management
- Leads change and influences team members to positively adapt to change
- Proactively identify process enhancements that will improve department results and efficiencies
- Demonstrates proficient use of soft skills, including active listening, problem solving and responding appropriately
Minimum Qualifications
- Able to sit and handle calls (incoming and outgoing) for extended periods of time
- Ability to successfully work in a fast-paced, multi-tasking, small team environment
- Fluid in English language (read, write and speak)
- 2+ years of call center experience
- 1+ year of experience in a technical support, escalation or troubleshooting role
- Ability to easily acclimate to modified schedules and shifts
- Telecommunications background is a plus
- SalesForce knowledge
Conocimiento de Inglés

calendar_todayhace 1 día


location_on San José, Costa Rica

work Just-Link

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