Customer Service Representative

What we’re looking for:
Dynamic, passionate and proven people who want to make a positive difference with the people they work with and customers we support. You will have the ability to thrive in a fast-paced and challenging environment where everyone is empowered and committed to delivering the best in industry customer experience. Fluency in English (written and spoken) is a given, as is a ‘can do’ attitude and a thirst to learn and develop professional and soft skills.

Duties and responsibilities:
- Act as a liaison between client and customer on incident issues while maintaining the integrity of our level of service
- Triage incident service request by inbound and outbound phone calls, email or web portal as a point of contact
- Identify and assign the incident to the appropriate severity level, category, priority, team, and engineer
- Manage the lifecycle of the incident until resolution
- Make use of the appropriate information provided by the software and database systems to build problem resolution skills, and maximize the quality of support and the timeliness with which it is provided to customer
- Identify and incorporate conflict resolution techniques