This position provides customers and end users with
customer, product and/or technical support by performing the following duties.
Those with banking, insurance, or financial services experience will be highly considered.
DUTIES AND RESPONSIBILITIES
Adherence to SYKES policies on ethics and integrity.
transactions from users regarding customer service or technical support related
needs based upon the scope of support provided by contract to Sykes’ clients.
appropriate action to be taken on customer’s behalf, which may include problem
determination and appropriate next steps.
Informs customer of those appropriate next steps and works with customer
to achieve issue resolution.
proficiency in programs, products and/or platforms assigned.
pertinent paperwork and records through data entry.
with co-workers to research problem and find solution.
test software and hardware to evaluate ease of use and whether product will aid
user in performing work.
with team manager, team members and other teams regarding problems, solutions
for meeting established individual and team performance targets, which include
customer service, productivity and quality standards.
perform other additional duties and responsibilities as assigned.
To perform this job successfully, an individual must be able to perform
each essential duty satisfactorily. The requirements listed below are
representative of the knowledge, skill, and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities to perform
the essential functions.
High school diploma or equivalent, or current student
status. Post high school education preferred. Six months to one-year experience
in customer support preferred. Working
knowledge of supported operating systems, software, and hardware preferred.
Understanding of troubleshooting processes, technology and tools preferred.
Ability to read, analyze, and interpret general business
periodicals, professional journals, technical procedures, and computer product
manuals. Ability to effectively present
information and respond to questions from team managers, team members, clients,
and customers. Ability to effectively
document case notes and respond to customers in a written format (e.g. chat,
Ability to define problems,
collect data, establish facts, and draw valid conclusions. Ability to interpret
an extensive variety of technical instructions in mathematical or diagram form
and deal with several abstract and concrete variables.
The physical demands described here are representative
of those that must be met by an employee to successfully perform the essential
functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is
regularly required to sit, reach with hands and arms. The employee is regularly
required to concurrently talk, hear, and use computer keyboard while responding
to customer inquiries on the telephone. The employee frequently is required to
use hands to finger, handle, or feel. The employee is occasionally required to
stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally
lift and/or move up to 25 pounds. Specific vision abilities required by this
job include close vision, and ability to adjust focus.
are required to maintain compliance with SYKES safety, security, and privacy
programs. Responsible for being an
active participant in the SYKES safety, security and privacy programs to
protect SYKES' business operations, facilities, and physical and intellectual
property and to ensure a safe and secure working environment for all SYKES'
Sykes Enterprises is firmly committed to conducting
business in compliance with the letter and spirit of the law and other accepted
standards of business conduct as reflected in the company's policies. Employees
are encouraged to observe the highest standards of professionalism at all
times, and are expected to adhere to the Sykes Code of Ethics and Standards of
The preceding position description has been designed to
indicate the general nature of work performed; the level of knowledge and
skills typically required; and usual working conditions of this position. It is not designed to contain, or be
interpreted as, a comprehensive listing of all requirements or responsibilities
that may be required by employees in this position. To perform this job successfully, an
individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
Sykes Enterprises provides business process outsourcing services, IT consulting and IT-enabled services, such as technical support and...