Customer Service/Order Entry

Company Name:
Arca24.com
Start date: ASAP
Duration: 4 months
Minimum salary: 13.00 USD
Maximum salary: 13.00 USD
Salary period: Hourly
ESSENTIAL DUTIES¬
Answer 3rd-party vendor toll-free number¬
Provide logistical support for the repair of server hardware issues¬
Open trouble tickets in 3rd party systems and work with vendors¬
Create and update trouble tickets using corporate ticketing system, Salesforce.com¬
Interface directly with customer(s) to resolve service requests.¬
Ensure that customer SLA commitments are consistently met while providing a high level of customer satisfaction.¬
Obtain and provide timely service updates to/from relevant parties.¬
Maintain accurate case documentation for all service requests. This includes detailed notes, escalation management and closure codes.¬
Enthusiastically meet or exceed performance metrics as set forth by management.¬
Adhere to operational processes and guidelines for Operations Center employees.¬
Interface effectively with all employees, customers, and vendors.¬
Maintain a high level of professionalism and integrity.¬
Understand and work with a sense of urgency for resolution of customer issues.¬
Actively participate in mandatory meetings, training sessions, and projects.¬
Performs other duties as assigned and required. Duties and responsibilities may change from time to time without notice and include but are not limited to the duties described above.¬
REQUIRED SKILLS/KNOWLEDGE/COMPETENCIES¬
Direct customer service experience with the ability to consistently achieve high levels of customer satisfaction.¬
Strong familiarity with basic telephony, personal computers, printers, current operating systems, MS Office, Outlook, mobile communication devices, and web browsers.¬
Knowledge of IT concepts, terminology and practices¬
Excellent technical and non-technical written and verbal communication skills.¬
Ability to multi-task while following established guidelines, policies and procedures.¬
Ability to excel and remain positive in a high-pressure, dynamic, 24x7 team environment.¬
Quickly adjust to priority changes or work assignments without sacrificing quality.¬
Demonstrate a sustained commitment to quality, professionalism, and integrity.¬
Experience performing remote support via telephone, email, and remote access tools.¬
Experience working directly with outside vendors to report or escalate issues.¬
PREFERRED SKILLS/KNOWLEDGE/COMPETENCIES¬
Ability to coordinate multiple projects¬
Exposure to Windows based operating systems and hardware components¬
Experience with SalesForce.com¬
Experience in Helpdesk support¬
Comp TIA A+ or Network+ certification.¬
QUALIFICATIONS¬
2 Year Technical Associates Degree or similar experience.¬
4 Year Technical Degree Preferred¬
1 Year direct customer service experience.¬
1-2 years Call Center technologies.

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