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Provides initial point of contact to end users support of SCI’s proprietary industry applications. Applies professional customer service and technical skills to resolve user inquiries. Communicates with users via incoming phone calls, e-mails, and chat mediums to appropriate resolves issues or escalates. Logs inquiries, records issues, resolutions, and escalations in customer service ticketing system.Applying professional customer services skills, listens to users’ application issues and diffuses irate users. Asks probing questions to understand actions and ascertain root issue. Provides user with accurate information and corrective action, which may involve detailed step-by-step instructions, screen sharing, referencing training materials to educate callers, and emailing job aids to user. Achieve SLA metrics.
Initiates issue tracking in customer service application. Records issues, resolutions, or escalations. Responsible for monitoring issues through resolution, including escalations
Manages own call queue and adheres to the ready/no-ready time. Adjust priorities when call volume or hold time exceeds standard.
Expectations
Learning to apply knowledge and skills to the business environment. Works under guidance with work samples reviewed for accuracy, quality, and coaching. Completes routine work following established procedures and complying with regulations and policies; escalates non-routine issues for assistance. Exhibits accountability for behaviors. Ensures compliance with local, state, and federal regulations.
Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from manager. Adjusts effectively to work within new work structures, processes, requirements or cultures.
Continually broadens application and hardware knowledge in order to perform duties efficiently. Attends training on application enhancements and features.
This document is not intended to be an all-inclusive list of the essential functions or duties related to this job
Minimum Requirements
Education
High School Diploma or GED
Experience
At least two (2) years’ technical end user support experience resolving Business applications and system issues over the telephone.
Knowledge, Skills and Abilities
Ability to quickly learn new applications and hardware
Technical aptitude
Working knowledge of Microsoft Windows operating systems; Proficient MS Office Suite skills
Professional written, verbal, listening, and customer service communication skills
Ability to build professional and trusting business relations over the telephone and with colleagues
Cognitive ability including reasoning, planning, identify problems, comprehend ideas, learn quickly, learn from experience, and appropriately apply learning to new situations.
Process and results oriented, motivated to keep projects moving ahead by identifying obstacles to management
Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and is highly self-motivated
Work Conditions
Comply with Corporate dress code policy
Punctuality, arrive to work on time
Adherence to breaks and lunches schedule
Continuous periods of time sitting, frequently up 6 hours
Climbs stairs to access buildings
Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage
Weekend and holiday work required, working beyond “standard” hours as the need arises
No routine travel