Call Center Representative

FLSA Status: Non-Exempt
Location: South San Francisco
Department: Operations/Services
Reports to: Call Center Representative

The Call Center Representative supports Supportspace’s mission, vision and customer service philosophy. Communicates information and acts as a resource for clients, customer and partners. Primary responsibilities include: gathering necessary information from clients, customers and partners to help in providing timely and accurate communications for policy and procedure improvement. The position requires a driven candidate who is a fast learner, has excellent interpersonal abilities and attention to detail.

Responsibilities:

Provide support by working independently to respond to phone, email and CRM customer inquiries in a timely manner.
Demonstrates excellent interpersonal and customer service skills.
Maintains a detailed and accurate log of interactions and customer information using department tools and procedures.
Assists in the contributing and maintaining department knowledge base for customer and service issues.
Monitor service chat logs to ensure service quality.
Utilizes negotiation and conflict resolution skills to resolve customer complaints, problems, and questions amicably.
Adheres to service level agreements and customer support procedures.
Keeps personal skills and knowledge up to date in all technical areas and new policies and procedures.
Participates in problem solving activities to improve quality of service.
Communicates with all departments to resolve client questions and problems in a timely manner.
Provides input for improvement of department policy and procedures.
Other duties as assigned.

Requirements:

Ability to achieve and maintain a positive attitude with all internal and external customers.
Ability and motivation to learn the SupportSpace platform from the customer and expert side.
Ability to explain technical concepts to end users and non-technical staff in an effective and respectful manner.
Familiarity and ability to use Microsoft Windows, Office (Outlook, Excel, Word, etc.).
Ability to adapt to new environments adjusts to situations and demands while functioning effectively.
Ability to learn various communications such as: telephone, face-to-face, mail, electronic mail and facsimile, including talking with company members located in foreign countries.
Ability to understand computer terminology and concepts, including principles of desktop computers, software, and Internet browsers.
Ability to carefully and patiently listen to customers and respond to customer inquiries in a professional and appropriate manner even when a customer is impatient. Follows-up with customer on a timely basis as needed.
Ability to work in a team environment.

Qualifications:

BA/BS degree preferred but not required.
Good communication skills including; verbal, written and listening skills.
Good time management and organizational skills.
Good judgment and discretion.
Energetic, positive thinking and self-motivated.
Flexibility to work weekends, evenings and non-traditional hours.

SupportSpace offers an excellent benefits package and fosters a highly skilled, energized and empowered workforce.

We are committed to providing the ultimate service experience, through game-changing advancement of remote IT technical services and virtual expert networks.

If your credentials fit this position, please send your resume and contact details to: RecruitingUS@supportspace.com

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