IT Customer Service Specialist

Important Client of People Working Corp, dedicated to providing education and certification programs, seeks a person to perform functions such as IT Customer Service Specialist.

The candidate will support Clients in LATAM and North America regions. The purpose of the position will be to promote and improve our customer service values by offering high-quality service before, during, and after customers complete their transactions.

Requirements:

• Bachelors degree in Management or IT related fields is preferred.
• Advanced knowledge of computer systems and MS Office applications
• Advanced English Language C1
• Work from Office 100% - San Jose
• 1 to 3 years of relevant proven professional experience IT Customer service support.
• Experience working with customers and colleagues located in different time zones.
• Advanced knowledge of computer systems and MS Office applications.

Key Responsibilities:

• Troubleshoot and resolve customer service inquiries while building a relationship with the customer
• Strictly monitor the Ticketing System by following active procedures in place.
• Collaborate with the other CSSs (Customer Service Specialist) and the rest of staff to provide the best response/solution possible to the customers.
• Constantly offer support and manage incoming calls, emails, chats, and/or interactive voice response systems.
• Assist customers in understanding how our digital system works and gain the most value out of our services.
• Provide high quality service to improve the overall Net Promoter Score.
• Handle every support case with the utmost level of professionalism and empathy.
• Rotate shifts with the other CSSs and work during public holidays.
• Complete other administrative tasks related to online examination.
• Keep up with the latest digital system, and process changes to provide adequate and accurate guidance to the customers.
• Keep the colleagues and top management informed for any potential pattern of issues raised by customers.
• Develop written policies, procedures, forms, and monitor overall customer service strategies.
• Draft support scripts, FAQs, manuals (both textual and video formats), and contribute in updating and expanding knowledge base available through the Help Center.