100% Onsite Primary contact for customers to provide technical support and services for client product
Provide call center technical Tier 1/2 support.
Essential Responsibilities and Duties:
Receive inbound telephone calls, chat messages, and emails on product questions.
Provide excellent customer service, technical troubleshooting, and problem resolution.
Provide user-friendly explanations and follow-up using telephone, emails, and/or chat, and in person communication.
Resolve customer problems in a friendly and timely manner in order to ensure customer satisfaction.
Open trouble tickets using the trouble ticking tool (CSR) and document action steps and resolutions including follow-up.
Ensure issues are fully documented within the CSR (trouble ticket tool) application that allows for seamless escalation to other personnel as required.
Use professional judgment to resolve a problem.
Escalate customer concerns as necessary to management, as required.
Serve as liaison between customers and other personnel. Communicate problems and trends to team for internal resolution.
Tier 2 or 3, you will assist and communicate with Tier 1 seasonal technical support and resolve reported problems.
Provide assessment of existing systems and recommend improvement.
Develop technical solutions to be posted to both internal and external knowledge base.
Software testing of new and enhanced software applications.
Perform other duties as assigned
Minimum/Essential Qualifications:
Ability to respond to customers inquiries and complaints; ability to solve problems in a timely and friendly manner; ability to effectively present information to coworkers and management; excellent verbal and written skills; excellent telephone skills; work well in a team environment .
Preferred Skills:
High School Graduate or AA in computer science or business administration or equivalent experience.
1-3 years software technical support in a call center environment.
1-3 years windows 7 and 10, Chrome/Browser, Network Functions and Configurations and Software Applications.
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You should know: Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A Kelly recruiter will confirm and share more details with you during the interview process.
Why Kelly ® Technology?
Looking to put your tech expertise to work on today's most intriguing, innovative, and high-visibility projects? By partnering with Kelly Technology, you'll gain direct connections to top companies around the globe. Our team creates expert talent solutions to solve the world's most critical challenges. In a world where change is the only constant, our extensive network of industry relationships and IT market expertise help you take your skills exactly where you want to go. We're here to help you gain experience, make an impact, and grow your tech career.
About Kelly ®
At Kelly, we're always thinking about what's next and advising job seekers on new ways of working to reach their full potential. In fact, we're a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world. Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.
