Web Support/Verification Specialist
ABOUT THE POSITION
The Web Support/Verification Specialist is responsible for prompt, courteous telephone support to customers as they call for web support and verification services in an in-bound call center. Specialists gather necessary information to determine the severity and nature of the problem, and log the information in a CRM system. If the specialist cannot provide the appropriate solution while the customer is on the telephone, the ticket is passed to second level support for resolution. Web Support/Verification Specialists assist customers by verifying personally identifying information prior to releasing sensitive data, providing identity theft restoration support, and assisting customers with web related questions and issues. Responsible for inbound and outbound call activity on established accounts.
Reviews and verifies account records for accuracy with customer
Assists in investigating and providing guidance and direction on identity theft cases
Maintains and fosters the best possible relationship with the general public and internal employees
Meets established production guidelines
Protects the privacy of the customer by maintaining customer confidentiality
Answers, evaluates, prioritizes and provides support for incoming telephone and email requests for assistance from users experiencing problems with web related products
Interviews customers to collect information about problems and lead customers through diagnostic procedures to determine source of error
Handles problem recognition, research, resolution, and follow up for routine user problems
Logs and tracks customer interaction using a CRM system
Follows up with support groups for ticket status’ and closures in Track-It.
Provides immediate notification via email, cell phone, or telephone of outages to Supervisors.
Resets passwords and PINS with proper authorization, following established guidelines.
Works as a team to achieve Web and Verification Services performance goals and enhance the quality and efficiency of the Web and Verification Services area
Participates on Research and Development committees
Participates in team projects that ensures accurate closing of trouble tickets
Performs other duties as assigned, including serving as a back up to the Customer Care Center
High School diploma or equivalent
Minimum of 1 year call center experience (6 months Intersections Customer Care experience accepted in lieu of 1 year call center experience)
Intermediate knowledge of Internet, Web Browsers, firewalls, antivirus software and other computer hardware
Understanding credit education and the ability to read and comprehend credit reports
Troubleshooting skills in resolving computer and/or software issues
All candidates must be flexible with regards to shift and weekend work
Proficiency with Windows environment; i.e. Word, Excel, Access, etc.
Macintosh knowledge preferred
Ability to work independently and as part of a team
Attention to detail
Excellent written and oral communication skills
Ability to meet deadlines
Reliability a must
Must type 25 WPM with 90% accuracy
Positive and professional attitude
Ability to multi-task (listens and type at the same rate.
Shift is TBD.
Intersections Inc. is an Equal Opportunity Employer. EOE.M/F/D/V.
Intersections Inc - 16 months ago