Client Support Agent

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🔥 16 minutes ago

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CoDev

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2010

💼 Consulting

🎯 Recruiter

🏢 Enterprise

Consulting • Recruitment • Enterprise

CoDev is a B2B workforce and managed services company that builds, staffs, and operates secure, offshore teams for software development, cloud/DevOps, AI/ML operations, customer support, back-office, and go-to-market functions. It offers flexible engagement models including individual experts, dedicated teams, co-managed teams, and fully managed services, and provides HR, IT/security, equipment, and on-site support to ensure rapid integration, cost savings, and long-term retention for enterprise clients.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

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