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Customer Service Representative in Bhingam Farms at Collabera

Date Posted: 9/22/2018

Job Snapshot

Job Description

• Qualified candidate will provide technical and functional product software support to customers for IP Management Service’s products
• Detailed analysis and research may be necessary to handle complex issues
• The candidate will interact with customers providing excellent support to ensure customer satisfaction

• Handle calls and cases received from IP Management Clients. (Software and IP Payments Services)
• Adhere to company procedures to appropriately respond to client inquiries within our Service Level Agreements for support call types
• Investigate new/unknown/existing technical problems with supported products. Attempt to understand and reproduce reported issues to properly diagnose them and find acceptable solutions or workarounds
• Document all customer issues clearly and thoroughly in the Customer Relation Management Support database
• Document steps for each request and communicate the progress to customers via frequent and regular status updates per our Service Level Agreement and support policies and practices
• Participate in our software user acceptance testing; help to identify and report bugs, user-interface problems, documentation, or other potential problems (from both the Technical Support and the Customer/End User perspective)
• Develop knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate and timely solutions to customers

Job Requirements

• Candidates with help desk or call center environment experience
• 2-3 years experience required minimum
• Most important is good personality and willing to learn
• Bachelor’s degree in Computer Science Information Technology or other related field or equivalent in education and experience
• SQL 2005/2008/2012/2014 &/or Oracle 10G/11G Skills preferred
• Microsoft IIS skills preferred
• MS Access &/or Crystal Report Writing Skills preferred
• MS XP, 2003- 2007, and MS Office Product Experience