Technical Customer Service

Higher Ed Technical Support: Level 2 Pay Rate: $17.50/hr on w2Spanish Speaking is a plusJob Description for HETS ClassAnswer phone calls, chats, and other electronically delivered requests to the call center.Process email requests and issues delivered to the call center.Own and manage case including communication and resolution to customer using call ticketing system.Research and escalate issues when necessary to Tier 2 support.Responsible for handling all customer inquiries and questions that come into the support center.Provide excellent customer service at all times.Follow up to customer inquiries by taking specific action in a timely manner.Troubleshoot software and system problems in addition to MHE product troubleshooting.Exercise retention efforts when appropriate.Work with confidential customer information.Problem solve and provide guidance to help customers resolve issues.Enter data from customers into various software programs.Thrives as a team player in a fast-paced, high-energy, change-oriented environment.Participate in additional training courses.Perform other related duties and assignments as required and as assigned by supervisor or manager.2 years of job-related experience in a call center environment preferred.2 years customer service experience preferred.Excellent verbal and written communicationPossess analytical and problem-solving skills.Professional demeanor with the ability to maintain even temperament in high pressure situations.Ability to organize, prioritize workload and multi-task.Detail oriented2-3 years computer usage experienceTechnology Experience:Experience using call ticketing system, i.e. Salesforce.com or similar.Experience using call center phone system, i.e. Avaya.Ability to troubleshoot basic browser issues (clear cache/cookies, etc.)Software experience:Internet tools for Window or Mac such as Firefox, Internet Explorer or SafariOutlookMS Office