DEFENDERS Customer Technical Specialist in Indianapolis, Indiana
Mission of Customer Technical Specialist : This role is responsible for diagnoses and troubleshooting system problems over the phone to increase customer satisfaction by resolving their issue in a timely manner and eliminating the need for a service call.
Increase customer satisfaction and reduce the number of service calls by utilizing technical training for system troubleshooting and general customer education.
Use tracking tools to help identify training opportunities and root cause analysis.
Provide feedback to Field Services when Security Advisors/Managers are out of process.
Actively participate in team huddles and in coaching session with manager.
Assume ownership of learning new or revised processes (SOP) by utilizing information on the Wiki/training manual.
Correctly follow call handling guidelines to minimize unnecessary transfers.
Answer calls promptly using appropriate call quality guidelines.
Support “One Call Resolution” through active listening and call ownership.
Background and Minimum Years Experience:
Education: High School Diploma or equivalent
Computer literate with the ability to learn Defenders software applications and supporting systems
Minimum 1 year of call center experience or customer facing experience or similar experience in a technically related field preferred
Must complete and pass a pre-employment drug/background check.
If found to be qualified for the next step of our process, you may receive an email and/or text message from our DEFENDERS Talent Attraction team. #CB1
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Job ID 2019-3951
City HEADQUARTERS- CEC
Category Customer Service/Support