Call Center Analyst I
About The Position
Responsible for providing first-level service to all customers. This includes documenting and resolving Customer Care Cases for each software application and piece of hardware equipment, taking primary ownership of proper Case routing, first level escalation initiation, and Administrative tasks such as emails, faxes, voice mails, and setup of new Accounts. It requires a high degree of accuracy, efficiency, and multi-tasking. Responsible for the updating, closing, and adding repair duration where applicable for hardware and software Cases through SalesForce Service Console and with external vendors. Performs first call technical resolutions via the technical understanding of solutions as gained through documentation, classes, SELF, and shadowing associates on application teams to increase knowledge of products. Ability to multi-task Performing Call Center administrative tasks associated with the handling of electronic faxes, processing of the Professional Services to Customer Care Transitions, Scanner setups, T&M, Hot Fixes, Scanner Swaps, GARDA resets and user creation and routing of ASP setup workflows. Response Time Service Level Objects may apply. Other duties may include but are not limited to the creation of research documents to be used in SalesForce Service Console and assisting other Call Center Associates in their duties as needed on a per day basis.
Requirements
- Basic computer skills.
- Must be 18 years of age or older
Nice To Haves
- High School/GED
- 1 year of customer service or computer industry experience
- Banking industry background.
- Knowledgeable in the use of SalesForce Service Console.
- Completed personal qualification standards training in customer service.
Responsibilities
- Answering, logging and routing of all Customer Care calls as offered in various forms (phone, email, and voicemail). Response Time Service Level Objects required.
- Updating, closing, and adding repair duration where applicable for hardware and software Cases through SalesForce Service Console and with external vendors.
- Performing first call technical resolutions via the technical understanding of solutions as gained through documentation, classes, SELF, and shadowing associates on application teams to increase knowledge of products.
- Performing Call Center administrative tasks associated with the handling of electronic faxes, processing of the Professional Services to Customer Care Transitions, Scanner setups, T&M, Hot Fixes, Scanner Swaps, GARDA resets and user creation and routing of ASP setup workflows.
- Creation of research documents to be used in SalesForce Service Console.
- Assisting other Call Center Associates in their duties as needed on a per day basis.
Benefits
- Healthcare (Medical, Dental, Vision)
- Paid Time Off, Volunteer Time Off, and Holidays
- Employer-Matched Retirement Plan
- Employee Stock Purchase Plan
- Short-Term and Long-Term Disability
- Infertility Treatment, Adoption and Surrogacy Assistance
- Tuition Reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
