• Customer Service Rep, Associate

    Location PH-Fort Bonifacio, Taguig
    Job ID
    2018-11544
    # Positions
    1
    Category (Candidate Search)
    Support
    Position Type
    Full-Time
    Business Group
    SolarWinds
  • Overview

    Successful candidate will be responsible for providing world-class customer support for our global customers utilizing our award-winning network management software. Candidate will be responsible for answering non-technical support questions via telephone, email and other channels as defined. The ideal candidate will have both technical credentials and a friendly consultative approach to solving customer problems.

     

    Assist customers on any after sales queries via phone, web tickets and e-mail. Work with other internal departments to research accounts and answer customer account questions.

    Responsibilities

    Answer customer inquiries via ticket system, e-mail and phone
    Validate incoming calls with account information for prior dispatching to Support Team’s queues
    Responsible for maintaining customer records and assets and making changes when requested
    Process customer requests to merge accounts / transfer assets and account audits
    Assist sales and support staff with customer account questions
    Responsible for talking/explaining to customers about account maintenance and renewals
    Perform other administrative support duties as requested
    Direct incoming calls to proper internal departments

    Qualifications

    At least 1 year of demonstrated experience in a high volume customer focused environment
    Ability to multi-task and work within a team environment
    Excellent verbal and presentation skills
    Proven ability to follow documented process and procedures in timely manner
    Proven ability to maintain confidentiality of secure information
    Familiarity with Microsoft Windows and Microsoft Office Tools

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