Support Center Analyst – Park Place Technologies

Description

The Support Center Analyst answers inbound calls and emails from customers, and internal parties, requesting service for issues affecting their environments. Consistently delivers an excellent customer experience, employing business standards, gathering all required information from the customer, or internal parties, to entitle and create new service requests. The analyst will enter all necessary information into the ticketing system, ensuring appropriate next steps are completed before progressing to the next incoming request. 

What you’ll be doing:

Promptly answers incoming calls, emails, live chat, automated alert notifications, and other channels, entering necessary information and taking appropriate action(s) to open and progress service requests in the ticketing system.

Determines entitlement of new and existing customers. Research entitlement of equipment to properly set service delivery expectations.

Works closely with over fifty (50+) field engineers, communicating customer problem and tracking of all steps until resolution.

Reporting and special projects as assigned.

Other duties as assigned.

What we’re looking for:

One to three (1-3) years related customer interface experience.

Hands-on and engaged customer service experience.

Possesses a polite and professional phone presence.

Demonstrates appropriate email etiquette and grammar usage.

Proficiency navigating computers and computer programs.

Able to take direction and improve work effort.

Must display strong team spirit and willingness to work with others.

Strong verbal and written communication skills.

Must be able to work in fast-paced, “no idle time” environment.

Ability to be productive with minimal supervision; excellent time management skill set.

Able and willing to learn independently.

Reliable attendance.

Education:

GED, High School Diploma, or higher.

Travel: