Advisor I, Technical Support

Description

The Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.

Essential Functions/Core Responsibilities 

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

   

• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer

   

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

   

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

   

• Maintain basic knowl...