Customer Experience Representative
New
D
DepositaCash management
Source API remote eligibility restrictions: United StatesFull-Time
Salary17 - 18 USD per hour
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Job Details
- Languages
- Bilingual FRENCH (CANADIAN) representatives receive an increased rate.
- Required Skills
- Analytical SkillsProblem SolvingCustomer serviceServiceNowTechnical support
Requirements
- Have a high school diploma or equivalent.
- Have technical call center support experience.
- Have experience in a technical support role or other technical experience.
- Demonstrate an understanding of customer service and customer relations.
- Be able to take initiative and learn new processes and concepts.
- Exercise good judgment and decision-making.
- Have effective written and oral communication skills.
- Have a basic understanding of software and hardware troubleshooting.
- Assess and evaluate situations effectively and identify critical issues quickly and accurately.
- Write informatively, clearly, and accurately.
- Have problem-solving and analytical skills and the ability to work in a team environment.
- Preferred: Associate’s degree in Information Technology, Computer Science, or a related field.
- Preferred: Experience with ServiceNow and Five9.
- Preferred: Experience in retail cash offices.
Responsibilities
- Identify customers’ needs, clarify information, and provide direct support or guidance toward resolution.
- Troubleshoot technical-system problems accurately.
- Create cases for calls and emails, document problem histories and steps taken, and record resolutions or escalate cases to the appropriate level.
- Maintain customer service and develop the ability to handle challenging customer conversations.
- Identify changes in call types and report them to management.
- Monitor the health of customers’ network, hardware, and software.
- Track escalations through the appropriate channels to completion.
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