Sr. Technical Customer Service Representative

GFT. • Philadelphia, PA

1d • $70,000 - $75,000 • Remote

About The Position

GFT is seeking a Sr. Technical Customer Service Representative to join our IT Services team! This role follows a fully remote work mode. GFT’s Shared Service Services team, which includes Human Resources, Legal, Accounting & Finance, IT Services and Marketing & Communications, is essential for managing and supporting the company's global operations. Shared Services is part of a broader strategy to transform the business and improve efficiency. The support of this amazing team of professionals is the backbone of our ability to deliver infrastructure consulting and design services.

Requirements

• High School Diploma or equivalent.
• 5-10 years’ experience with customer service.
• Ability to handle high volume transactions and able to meet critical deadlines in dynamic, rapidly changing environment.
• Must enjoy working with people providing a genuinely helpful and empathetic demeanor.
• Strong ability to understand conversational cues and react accordingly.
• Truly driven to do excellent work and impress through every interaction.
• Ability to recognize patterns and extrapolate information.
• Ability to follow standard procedures routinely to guarantee accuracy of work.
• Strong verbal and written communication skills.
• Ability to work independently or collaboratively on a team.
• Solid proficiency in Microsoft Office or 365 Suite.
• Track record of successful high impact decision making.
• Currently reside in the United States of America (USA).

Nice To Haves

• Advanced computer skills helpful.
• Demonstrated interest in End User Customer service either through past experiences, applied projects, or internships.

Responsibilities

• Respond to GFT employees’ inbound inquiries via phone, secure chat, and email regarding support requests and incidents.
• Exercise conversational information gathering techniques demonstrating strong call control and the ability to engender trust.
• Provide world class customer service through first call resolution when possible.
• Document every correspondence with end-users clearly and concisely.
• Perform outbound contact to end users and work with the end users and the support team to successfully move tickets through the resolution process.
• Request and secure required documentation according to documented company procedures.
• Perform audits to ensure data collected in tickets is accurate.
• Deliver timely, accurate and actionable information to support teams as appropriate.
• Improve upon and refine customer service knowledge and techniques through ongoing training.
• Take ownership of resolving end user inquiries through effective communication and attempt to foresee causes of additional inquiries.
• Share insights with management regarding the root causes of end user inquiries, concerns and complaints, advocating on our end users’ behalf to improve our service, operations, and policies.
• Administer various systems concerning issue tracking, end user account management, inventory, and procurement.

Benefits

• Comprehensive benefits package including wellness programs, parental leave, and pet insurance, in addition to medical, dental, vision, disability, and life insurance.
• Tax-deferred 401(k) savings plan.
• Competitive paid-time-off (PTO) accrual.
• Tuition reimbursement for continued education.
• Commitment to professional development, access to internal and external training programs, and support of active participation in professional organizations
• Incentive compensation for eligible positions.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED