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Process Associate
hace 1 mes
With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.
Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.
Welcome to the relentless pursuit of better.
Inviting applications for the role of Process Associate , Tech support - Forms
Responsibilities
•Facilitates inquires through systems in order to provide answers to common questions and problems.
•Resolves customer concerns raised during installation, operation, maintenance or product/service application or compatibility matters.
•Documents customer information and recurring technical issues to support product/service quality programs and product development.
• Provides customer service by applying problem solving and troubleshooting skills to assess issues and establish a course of action to guide the requestor to timely resolution of inquiries that come in via phone, webchat, email and online ticket
• Applies knowledge case resolution process, policies, case management, service level management, defect/PCR process and escalation methodology using other departments as needed
• Uses Superior customer service skills, keeping a positive, caring, can-do attitude and by keeping all appropriate parties updated to resolution, especially critical client issues
• Provides other ad hoc support and duties as assigned, including providing support for other staff functions or special projects as necessary and attends training courses as required and stays abreast of evolving internal processes and industry developments
Qualifications we seek in you
Minimum Qualifications / Skills
• Advanced English
•Experience in tech Support/CSR
• Ownership of skill development/ self-training
• Responds effectively to mentor/coach feedback
