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GPN Brand Mastheads Netspend, Nextep, Xenial

Technical CSR III

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    • Lansdale, Pennsylvania, USA
  • Customer Service
  • Full time
  • févr. 27 2024
  • Xenial
  • ID d’emploi: R0048698

Désignation des marchandises

Overview/General Description  

Responsible for providing dependable and timely resolution to escalated customer service requests. Responsible for reporting customer defects and enhancement requests to Support Leadership and R&D. Escalations are to be handled in a professional and efficient manner, following departmental policies and procedures. The individual must be self-motivated, able to multi-task and possess the ability to quickly research and learn new skills as needed to handle escalations. 

Roles & Responsibilities  

● Resolve customer service escalations. 

● Regularly add to the Support Knowledge Base of known Troubleshooting procedures. 

● Escalate Known Defects and Customer Enhancement requests to R&D/Support Leadership 

● Perform tasks of Customer Support Representative as needed with a high level of productivity. 

● Coach other technical support personnel when required. 

● Retain knowledge of all products and troubleshooting procedures 

● Provide feedback on service tickets that result from Escalations. 

● Follow departmental procedures regarding customer call etiquette 

● Follow departmental procedures regarding escalations 

● Cooperate and communicate with other support members to meet departmental goals

● Follow all company policies and procedures, including adhering to scheduling and attendance requirements 

● Perform other duties / projects as requested Supervisors / Management Team

Qualifications  

Required 

● TCP/IP networking configuration, DHCP, Linux (most important), SQL. 

● Basic Knowledge of either PHP or Bash Scripting. 

● 2+ years of call center experience or 1+ year of remote technical support experience 

● Experience using case logging software (i.e. Magic, Remedy, Heat, Salesforce, Service Now) 

● Proficient with Google Sheets/Excel 

● Handle workload of 25+ support cases/day 

● Quarterly rotating 40-hour shifts spanning 6am – 7pm and weekends, with occasional extensions and overtime required  

● Must be able to work as on call back up

● Excellent Problem Solving and Diagnostic Skills 

● Reliable Transportation 

● Excellent verbal and excellent written communication skills

● Ability to train peers on process and technical skills 

● Positive, helpful customer service skills 

● Basic computer technical proficiency 

● Typing Skills 

Preferred 

● Restaurant experience is a plus 

● Bi-Lingual in Spanish/French 

● Experience with Postman 

● Experience with ELK Stack 

● Experience with Cloudwatch

● Local to Lansdale, PA with ability to regularly work on-site

Travel  

● 10% or less

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Technical CSR III

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