Customer Service Representative - Integrated Operations Center (IOC)
Reports to: IOC Supervisor Department: IOC aka Help Desk
JOB SUMMARY:
Customer Service Representatives are in place for all customers to provide immediate response to incoming phone calls, monitoring alerts and customer-submitted tickets. They act as a central point of contact between support teams and end users on a day-to-day basis. They are also a focal point for reporting incidents and for users making routine requests for services.
CSRs will also pro-actively keep users informed of service events, actions and service changes that are likely to affect them wherever possible; however they will deal with a large number of requests that are directly routed to customer internal support teams. Due to this they will often have limited information on issues that have been handed off to internal teams and will need to coordinate with support teams for status requests and critical issues.
The Customer Service Representative’s first priority is to respond to all issues within the defined Service Level Agreement (SLA).
ESSENTIAL FUNCTIONS:
- Receiving End User Calls
- Keeping customers informed on request status and progress
- Gathering a precise description of issues which include a description of the symptoms, what the goal is, how to duplicate the issue, and any troubleshooting steps taken so far
- Determining nature of issues to refer to a specific support group for resolution
- Determining the business impact and Severity of issues
- Ticket Routing
- Incident Escalation
- Resolution of incidents that are considered ‘level one’ – including those documented in the Knowledgebase of the S24 ticketing system (ServiceNow)
- Identifying recurring issues and working to get them resolved.
- Investigation of automated system alerts – and resolving or escalating them appropriately
- This could be a space issue, network bandwidth issue, cluster failure – these are highly technical
Leadership and Team Focus
- Works with all team members to ensure that all incidents (calls, tickets, monitors) are responded to within set boundaries
- Remains on the forefront of emerging industry practices and technologies.
- Provides recommendations on changes and design enhancements to improve reliability, security, processes, and performance.
- Takes responsibility for meeting commitments; ability to work both quickly and accurately
- Responsible for meeting agent scorecard targets. Key Performance indicators tracked include: Average Call/Ticket-work length (in time); Average Speed to Answer; Resolution Rate (First Tier Resolution) by Product Type; Customer Service Rating; Call Monitors
- Effectively utilizes tools provided to them (Knowledgebase and Wiki) and management feedback to solve client issues
- Provides quality customer service above else; ensures an understanding between customer and Secure-24
- Keeps track of lessons learned and shares those lessons with team members.
- Motivated, wants to help people, open to new and creative ideas
- Promotes innovation, creativity, and effectiveness, always striving for continuous improvement.
- Grows professionally and personally; eager to acquire new knowledge while promoting Secure-24’s values and culture.
QUALIFICATIONS:
- Bachelor’s degree or equivalent work experience.
- 2+ years of technical Admin work experience
- Full Time Preferred
- Fluent in English, strong communication skills
- Technical troubleshooting (will search MS TechNet, Google, etc)
- Understanding of Microsoft Windows, basic Active Directory understanding
- Typing: 30 words/minute minimum
- Analytic ability to diagnose problems and ability to work independently to correct the difficulties.
- Understanding of network basics, TCP/IP, Ping, including the ability to monitor, tune and troubleshoot systems.
- Strong analytical, problem solving, and conceptual skills.
- Strong customer focus. Must work well with customers of varying levels of technical expertise in high-pressure situations and complex environments.
- Excellent oral and written communication skills, with the ability to communicate to various levels of management.
- Ability to adapt to changing business processes, technologies, and environments.
- The CSR must filter through multiple types of monitors (SYMON, TIDAL, etc) and determine which server/network alerts are critical and which can wait
- Strong desire and ability to quickly learn, become competent in, and apply new skills.
- Excellent interpersonal and teamwork skills.
- Must be proactive and able to work with minimal supervision.
- Ability to work on cross-functional teams.
- Ability to work in pressure situations.
- Driver's License required
- Ability to lift up to 50 lbs. w/ reasonable accommodations
- Occasional travel for training and/or conferences.
Salary and benefits: : 30k / year, full paid health insurance, 401k Matching.
