Job Title: Advisor I, Customer Service
• Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Participate in activities designed to improve customer satisfaction, team camaraderie, and business performance.
• Participate in activities designed to improve customer satisfaction, team camaraderie, and business performance.
• Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
• Follow appropriate escalation paths to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
• Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures