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Technical Support Agent Level 1 MS

Company: SaviLinx
Location: Hattiesburg
Posted on: April 10, 2021

Job Description:

The Technical Support Representative embodies the core values of SaviLinx:

  • Every single interaction is important and meaningful and demonstrates responsiveness to employees and customers
  • Creates an inspiring, passionate culture in the spirit of teamwork
  • Empowers creativity to bring forward innovative solutions, relentlessly striving to improve what we do.
  • Operates with respect and integrity in every way earning the trust of employees and customers alike.
    Job Location: Hattiesburg, MS

    Job Summary

    Technical Support Representative will be required to provide superior customer service in a contact/call center/help desk environment for a specific contract in support of a customer with high demands for privacy, confidentiality, precision, advanced technology and customer service skills. This position requires an individual with flexibility to work variable hours, including evenings, and overtime. Individual selected will be able to multi-task in effort to resolve customers' technical difficulties.

    Responsibilities And Duties

  • Resolves customer inquiries and concerns in accordance with the Client and company policies and with the highest degree of courtesy and professionalism.
  • Communicates with end-users using web-based tools regarding navigation of applications in a leveraged environment supporting one or more queues/skill sets over various accounts.
  • Provides customer support through telephone calls, email, text, and chat technologies. Accurately documents all correspondence with end-users.
  • Follows strict work instructions and procedures that may vary by account. Ability to adapt to continual changes to work instructions and procedures is necessary.
  • Meets expectations for all balance scorecard metrics with demonstrated improvement over time. Follows proper escalation procedures for unsolved customer requests.
  • Maintains productivity in accordance with support program and company standards.
  • Involved with quality assurance monitoring and evaluation as it pertains to their role, and will receive feedback on a regular basis.
  • Attends and participates in team meetings and required training sessions.
  • Provides mentoring, training, and development to other CSRs as needed.
  • Attend and participates in team meetings and required training sessions.
  • Provide mentoring to other CCRs as needed.
  • Follows all safety, ethics, human resources and security policies and procedures. All other duties as may be assigned.
  • Must adhere to all COVID safety measures while in the facility.

    Knowledge, Skills, and Abilities Required:

  • Minimum high school degree or equivalent required.
  • Preferred 1-3 years of customer service experience.

    Powered by JazzHR

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Keywords: SaviLinx, Hattiesburg , Technical Support Agent Level 1 MS, Sales , Hattiesburg, Mississippi

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