Support Facilitator

The Support Facilitator ensures customer satisfaction by facilitating, primarily by phone, customer requests for technical assistance and other support related services.

 

Job Responsibilities:

· Achieve at least 75% immediate response to customer inquiries in accordance with service standards.

· Ensure that accurate customer information and call tracking details are recorded in the Worldwide Response Center Database.

· Provide timely notification to Support Managers of any issue that may impede prompt service or customer satisfaction.

· Help balance daily distribution of incoming support inquiries.

· Ensure customer satisfaction by using good judgment if current Policies and Procedures introduce a conflict with the customer; subsequently, escalate to management.

· Acquire new skills by assuming additional responsibilities as requested.

· Additional responsibilities as determined by management.

 

Job Requirements:

· Minimum of Associates Degree; Bachelors Degree preferred

· Excellent verbal communication and interpersonal skills appropriate for a customer service position

· Excellent multi-tasking skill

· Previous Customer Service experience a plus

· Good written communication skills

· Multi-lingual skills a plus (Spanish, English, Portuguese)

· Willingness to work in shifts (on a rotative basis) to maintain 24 x 7 coverage of Support Hotline