Summary:Associate is responsible for Product Support to customers within the call centre and support desk environment.
Associates are required to utilize the call centre management system and log phone calls.
Associates are required to facilitate email support derived both internally and externally of the organization.
Product Support Associates must maintain the highest standards of product knowledge as well as proficiency in written and verbal communications with customers.
Customer etiquette, diligence and responsibility to take ownership of support enquiries is of the highest importance to the organization.Education:High School Diploma Skills/Experience required:Call Centre experience is essentialExperience with Electronic products like Android and AppleMust be detail-oriented and have the ability to work proactively and effectively with minimal supervisionComputer literate general operational knowledge of computersDemonstrated strong and effective verbal, written, and interpersonal communication skillsMust be team-oriented, possess a positive attitude and work well with othersMust show demonstrated dedication to providing quality customer service internally and externallyDutiesCustomer Support Call Centre SLA requirements:Ensure compliance is maintained within the call management systemOffer email support to all GSA Business Partners and end usersAssociates are required to achieve a maximum of 30 seconds call holding timeAssociates are required to maintain call retention of less than 10% call abandonmentRateAssociates are required to manage the call duration to within an average of 3:30 minuteswithout degrading customer sentiment.
Call rotation is critical to maintaining call retentionDiligently manage call logs with attention to accuracy and relevance to information tosupport reporting effortsReport to administrators on escalations and manage customer expectations timeouslyCustomer Support email SLA requirements:Offer email support both internally and externally of the organizationOffer email support to all GSA Business Partners and end users, including internationalBusiness Partners and customersStrong focus to customer service and communication skills within email communicationAll emails received before 15:00pm are to be responded to before COB (Close of Business)Same day turn around on email enquiries Please apply directly, by clicking on the apply button or visit
