Handles incoming customer calls and provide detailed initial troubleshooting and problem resolution. Responsible for accurately gathering information, generating and documenting the ticket within the Salesforce tracking case system.
Responsible for customer request and incident reports processing.
Provide the necessary preliminary information for escalation to the Solutions Center Tier 2 Associates as needed.
Assist in executing and/or managing special projects for the department
Build customer relationships with the support center
Respond to all inquiries and issues in a consistently efficient, professional and accurate manner while offering the highest level of service to all customers. Meet productivity requirements based on business needs
Proficiency in utilizing company systems and products
Maintain high proficiency in interpersonal skills, including written and verbal communication, to work with a broad range of customers
Take on additional special projects as necessary
Document all customer correspondence
Maintain project status log
Knowledge, Skills, and Abilities:
Excellent communication and interpersonal skills
Ability to interface with internal and external partners and to manage projects is required
Strong Organizational and time management skills
Ability to work on many projects simultaneously
Ability to set priorities and work independently with strong initiative
Must take initiative, ownership and accountability for business and react quickly with a strong sense of urgency
Ability to make sound decisions with minimal guidelines
Proficiency with Microsoft CRM, Word, PowerPoint, and Excel
High School Diploma
Previous experience involving customer contact, technical support, or customer relations
1 year of previous Technical support/ Help-desk experience
Previous call center experience
Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools. May be required to lift up to 25 pounds.
It is the Company's policy to provide equal employment opportunity to all individuals. Securus will not discriminate against any associate or qualified job applicant with respect to any terms, privileges, or conditions of employment because of that person's race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic or status protected under local, state or federal law, ordinance or regulation.