Customer Service Hotline Representative (C. Advanced) - 8410

V2Soft ( www.v2soft.com ) is a global company, headquartered out of Bloomfield Hills, Michigan, with locations in Mexico, Italy, India, China, and Germany. At V2Soft, our mission is to provide high-performance technology solutions to solve real business problems. We become our customer's true partners, enabling both parties to enjoy success. We are committed to promoting diversity in the workplace and believe it has a positive effect on our company and the customers we serve.

Positions Summary:

• Responsible for responding to inquiries and providing information to customers calling into the Information Technology Office.

• Records all customer contact information in the service IT

• Service Management System.

• Evaluate the situation, determine the appropriate response, and escalate to the designated specialist/resource for resolution of the customer's problem or complaint.

• Track issues escalated for resolution to ensure customers receive a timely response. Following documented procedures and checklists. Travel may be required.

Job Responsibilities:

• Professional demeanor to assist customers in person with requests, concerns, or inquiries

• Answer incoming calls, chats, and emails from customers in a professional and friendly manner, always providing excellent customer service. Engage in active listening to understand customer inquiries and gather all relevant information.

• Assess all incoming inquiries and determine the appropriate support team or department to

• handle the specific needs. Prioritize urgent inquiries and escalate them promptly to ensure a timely resolution.

• Monitor the IT Service Management System for any outstanding service tickets.

• Collect and document accurate and detailed information about customer inquiries, including

• contact details, issue descriptions, and all relevant data required for the support team to provide effective assistance.

• Follow-up with customers as necessary to ensure customer satisfaction and successful resolution of their inquiries. Provide updates to customers regarding the status of their inquiries when appropriate.

• Identify trends or patterns in customer inquiries and provide relevant feedback to the manager.

• Share insights and suggestions to enhance the customer support process and tools to increase efficiency and customer satisfaction.

• Install, configure, and maintain Information Technology resources.

• Assists with the monitoring and tracking of inventory for the Information Technology cost center.

• Assists IT Leadership in Project Coordination and Quality Assurance

• Assist with updating the status on conference rooms, meeting scheduling, and assignments, confirming support needed, and documenting IT Service Management System, as needed.

• Onsite hours of operation are between 7:00 am and 6:00 pm, Monday through Friday

• Able to lift to 30 pounds.

• Perform other related duties as assigned

Required Skills:

• High school diploma or equivalent; additional certifications or relevant education is a plus.

• Proven experience in a customer-facing service role, including phone and chat support.

• Active listening skills, ability to demonstrate empathy while maintaining a calm and professional demeanor.

• Strong problem-solving skills, critical and analytical thinking, and the ability to adapt to change.

• Ability to multitask and work efficiently in a fast-paced environment.

• Strong attention to detail and accuracy in documenting customer interactions and information.

• Strong time management and organizational skills.

• Awareness and/or experience in a technical environment is a plus.

Note:

• Vendor to provide a smartphone to the contractor

Education:

• Associate or bachelor's Degree or technical institute degree/certificate in Computer Science, Information Systems, Business Administration, or other related field. Or equivalent work experience.

Experience:

• 0 to 2 years of related work experience.

Complexity:

• Learner/entry level role. Provides customer hotline services of low to medium complexity. Functions, somewhat independently, under the general direction of more senior customer service representatives, supervisors or managers. Generally, follows documented procedures and checklists.

V2Soft is an Equal Opportunity Employer ( EOE).

https://www.v2soft.com/careers - to view all of our open opportunities and to learn more about our benefits.