Client Support Agent

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CoDev

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2010

💼 Consultoria

🎯 Recrutamento

🏢 Corporativo

Consulting • Recruitment • Enterprise

A CoDev é uma empresa B2B de serviços gerenciados e força de trabalho que constrói, equipa e opera equipes seguras e offshore para desenvolvimento de software, operações de cloud/DevOps, AI/ML, suporte ao cliente, operações de back-office e funções de entrada no mercado. Oferece modelos de engajamento flexíveis, incluindo especialistas individuais, equipes dedicadas, equipes co-geridas e serviços totalmente gerenciados, além de fornecer suporte de RH, TI/segurança, equipamentos e suporte no local para garantir rápida integração, economia de custos e retenção de longo prazo para clientes corporativos.

Descrição

• Offering best-in-class technical issue resolution service to our end users • Responding to learner support technical request via phone and web tickets • Collect and review/update client information in Salesforce • Stay current with all platform changes, updates and support utilities • Fully documenting all phone interactions using ticket documentation guidelines • Follow up and make scheduled callbacks when necessary • Manage and monitor caseload according to standard practices • Identify, document and escalate priority issues, outages or perceived emergencies • Responsible for maintaining and hitting targets for KPIs and Metrics such as Speed to answer, Average handling time, SLAs, and First Call Resolution (FCR), as well as other department metrics • Establish and maintain a positive professional relationship with users and clients as well as interdepartmental functions

🎯 Requisitos

• High school diploma or G.E.D required • Strong technical background preferred • Positive and energetic phone skills, excellent written and communication skills • Demonstrated proficiency in typing and grammar • Effective listening and probing skills to identify technical assistance needs of the client and opportunities to offer additional assistance • Multi-tasking, basic keyboarding, internet navigation • Experience with Salesforce (preferred) or comparable ticketing system

🏖️ Benefícios

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