Customer Care Support Analyst (EMEA / AMER Shift)

Summary:

A career path responsible for receiving and resolving phone and email inquiries from customers. Includes basic inquires associated with customer access and entitlement, general product questions, basic billing and invoicing, some order placement. Primarily, work is done from office. Responsible for escalating to Tier 2 customer care or other teams as necessary.

General Job Duties:

Resolve basic customer phone and email inquiries

Gathers information and escalates to Tier 2 or other teams as necessary

Utilize Customer Care and Accuris systems to open, manage and resolve inquiries

Specific Job Duties:

Works under general supervision within a team

Requires limited independent decision making

Follows clearly defined and practices

Handles most basic internal/external queries across a range of products

May have more detailed knowledge of one or more product disciplines

Broad knowledge of internal customer facing processes

Shift Timings: EMEA/ US Shift (Should be open to both)

Required Education:

Completion of secondary/ high school or equivalent

Required Experience:

1-2 years of customer care experience

Other Skills:

Experience in a support desk environment or an inbound/outbound high volume call center is an asset

Demonstrated problem solving skills

Organized and detail oriented, with the ability to multi-task in a fast paced environment

Ability to communicate both in verbal and written form

Experience with web navigation and proficient skills in Microsoft Office

Previous experience using WebEx software and customer relationship management tools is and an asset

Previous experience in a technical customer care environment preferred

Physical Requirements:

Ability to physically perform general office requirement.

Must be able to perform essential responsibilities with or without reasonable

accommodations