Customer Support Specialist
The Ascent Services Group - San Francisco, CA

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As a member of the Support Operations team, you will be responsible for core operational tasks for the Global Support Quality Program, focused on conducting quality audits and categorizing customer survey comments. There is an opportunity to later take on Admin responsibilities. In addition, you will process service entitlements as a back-up. Day in the life: I. Conducts Process Quality Evaluations a. Conduct quality audits following case handling guidelines for outsourced teams b. Categorize customer verbatim into predefined categories c. Call out high level issues/trends in the notes section of the quality forms II. Processes Service Entitlements on an as-needed basis a. Create and maintain premier support service entitlements b. Manage Premier Customer on-boarding and ongoing reporting
Required Skills/Experience: • 2+ yrs customer support experience in a technical support environment • 201 Certified or at least 1 year of previous SFDC Admin experience • Solid computer skills required (e.g. Excel, Powerpoint, Outlook) • Strong customer service focus, written and verbal communication skills, and attention to detail and accuracy • Detailed, organized, and results oriented • Ability to multi-task • Ability to learn quickly in a dynamic environment

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