Customer Support Rep

Company: Spectraforce ( Learn More )

General Information
US-MA-Hopkinton
$0.00 - $15.00 /Hour
Not Specified
Full-Time
Not Specified
Not Specified
False
False
Job Description

Customer Support Representative
Hopkinton MA 01748
6 Months
Shift Timings:  Tuesday to Saturday from 11:00 pm till 7:00 am
 
Job Description

  • Provides front end non-technical support for Client Technology's Internal and External Customers.
  • Follows call handling procedures to ensure excellence in customer service. Work hours comprise of shift patterns, weekends, and holidays to cover a 24 X 7 period.
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    Job Requirements

    Responsibilities

    • Create, research and update service requests.
    • Execute Business Continuity procedures if needed, according to established protocols.
    • Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc.
    • Implement escalation procedures as required.
    • Inspect and influence global process alignment for management.
    • Interface with Global support teams and Field personnel.
    • Performs contract entitlement checking and works with the customer to establish PO documentation for services if the customer is not entitled to service.
    • Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams.
    • Route service requests to appropriate product support teams.