Service Desk representative (вакансія неактивна)

Skills and Qualifications:
English -fluent required
Must be confident on the phone and maintain a positive attitude with clients and co-workers.
Must have at least 1 year of customer service experience in an interactive and fast-paced environment.
Call center experience is a bonus!
Great communication skills
Eager to help solve problems
Organized and punctual in all tasks
Moderate computer skills and typing ability
Interest in technology and mobility — cell-phones, tablets, and computers
High school diploma or equivalent required

Responsibilities:
· Answering 20 — 30 calls per day
· Communicating with customers through various channels (phone, live chat, tickets submitted in our online portal)
· Completing customer submitted tickets in a timely manner in our cloud-based mobility software
· Minimum 400· Bonus at 500· Personal ownership of calls from start to resolution
· Contribute positively to company goals by meeting and exceeding department timelines
Hitting measurable metrics set in KPIs:
· Ticket count
· Call Grades
· SLA· Personal
· Company
· Working Rate
Non bonus KPIs· ASA· Abandoned Calls· Ticket distribution· Same Day Call Out Rate
Acting with a consultative approach towards end-users and network carriers
Completing side-work and training programs and providing accurate feedback
Ensure customer satisfaction and provide professional customer support