Client Support Agent
Overview
The Client Support Agent I is a support associate responsible for solving entry-level technical problems for our clients. They will work with end-users to ensure that they can access our client platforms, complete sales on the storefront, and do some level 1 troubleshooting to ensure that the user's technology meets minimum requirements.
Responsibilities
Offering best-in-class technical issue resolution service to our end users
Responding to learner support technical request via phone and web tickets
Collect and review/update client information in Salesforce
Stay current with all platform changes, updates and support utilities
Fully documenting all phone interactions using ticket documentation guidelines
Follow up and make scheduled callbacks when necessary
Manage and monitor caseload according to standard practices
Identify, document and escalate priority issues, outages or perceived emergencies
Responsible for maintaining and hitting targets for KPIs and Metrics such as Speed to answer, Average handling time, SLAs, and First Call Resolution (FCR), as well as other department metrics
Establish and maintain a positive professional relationship with users and clients as well as interdepartmental functions
Qualifications
High school diploma or G.E.D required
Strong technical background preferred
Positive and energetic phone skills, excellent written and communication skills
Demonstrated proficiency in typing and grammar
Effective listening and probing skills to identify technical assistance needs of the client and opportunities to offer additional assistance
Multi-tasking, basic keyboarding, internet navigation
Experience with Salesforce (preferred) or comparable ticketing system