T1 Support Agent

CSS Corp is the global leader in technology support. Over 140 clients, including Fortune 1000 enterprises, count on our expertise in supporting enterprise and consumer products, managing IT infrastructures (stand-alone, cloud or mobile-enabled), and deploying networks. According to a leading analyst agency, CSS Corp has been listed as a challenger for product and technical support services in its latest report.

Job Description

RMAs: creation, oversee, manage returns and confirm fault validity
Direct consumer and customer support via telephone and email where required, including entering data onto various Navigation IT systems
Constantly seeking out and identifying opportunities to upgrade consumers to the latest product offering
Work constructively with regional Service, Product Management and R&D teams to resolve issues
Deliver both theory and practical classroom training for Customers
Monitor and compose monthly Key Performance Indicator (KPI)

Qualifications

Customer Care/Technical Support Qualifications: 2 years completed in College

Language Skills: Our forecast is for English, On an English program, our agents must have a command of English with an ability to read, analyze and interpret industry magazines, journals, technical procedures and computer products or whatever the program requires. It would also be helpful if the agents possesses the confidence and ability to present detailed information and respond to questions from and Vendor Partner managers and customers. Agents must be able to communicate in English and be easily understood. This should be verifiable based on internal language test results.

Reasoning Ability: Listening, interpreting, identifying problems, gathering data, reaching the most appropriate conclusions, reading technical diagrams and dealing in the abstract are all important qualities and abilities the Customer Care agent should have. Also numbered among those things that are important, the ability to articulate their findings or conclusions back to the customer they are helping.

Skill and Knowledge: Computer skills are essential. Strong computer skills are required including familiarity with Windows-based programs such as Microsoft productivity tools (e.g., Excel, Word and Outlook)

Friendly, Helpful and Eager to Please: The customer care agent must possess common courtesies such as empathy and building rapport with customers.

Flexibility and the ability to keep up with the pace. We move quickly and need our Customer Care agents to move with us.

Additional Information

Why Join Us

• 18% Night Differential
• HMO Coverage plus dependent coverage
• Convertible SL credits

12 VL, 12 SL and 5 EL

Fun working environment and spacious office