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Customer Service Technician Level 2

Company: Consensus Cloud Solutions
Location: Las Vegas
Posted on: January 15, 2022

Job Description:

Bi-lingual in Spanish is required. Written and Speaking required. The successful candidate will play a key role in the growth of cloud services. This role is uniquely positioned to create success rather than maintain the status quo. The Customer Service Technician reports to the Customer Service Manager and is a key member of support team. This position will be responsible for dealing with the customers and potential customers. The agent is directly communicating with the fast growing amount of end-users per phone and e-mail and help them setup, solve any problems they may have and make a sale if they have a need for the service. Enthusiasm and Energetic are critical attributes for the position. Prior experience in a call center or similar position is essential. Shift: -This position has a start time of 5:00am 1:00pm PST -This position has a schedule of Saturday-Wednesday - with Thursday and Friday OFF. (therefore both Saturday and Sunday are working days) Job Duties: Responsible for answering customers' technical/billing calls and emails efficiently, accurately and in a professional manner using excellent customer service skills. Responsible for contacting customers re customer service issues specifically with a view to retaining customers or checking for potential fraud Responding to chats and emails as required. Assume responsibility for learning, in detail, about company products and using this knowledge to solve customers' technical problems and seeing these through to completion. Maintain client work schedule and service level requirements. Identifies and records all customer calls and provides troubleshooting aids to assist colleagues in solving problems for the future. Provides comprehensive quality feedback and suggestions on training needs, other improvements and quality shortcomings to their team supervisor. Report accurately on calls inbound and outbound, record calls and call details on company systems Other duties as assigned, which could include mentor and support Level 1 agents and New Hires while nesting. Fulfill special project request, and support porting or HP as required Job Requirements and Experience : Minimum 2 to 3 year experience in Technical Support / Billing Inbound Call Center (previous .com experience preferred) Exceeding expectations with call QA's Excellent communication skills (oral and written) Superior technical and problem solving skills PC proficiency; Knowledge of MS Word, Excel and Outlook Experience resolving basic user related technical problems with directions given over the telephone Ability to work both independently and as part of a team is a must Macintosh experience a plus (but not required) HTML experience a plus (but not required) Ability to mentor and support Level 1 agents and New hires nesting after training Cross functional skills in supporting customers via chat and email Must have a secondary skill set supporting added areas of support functions, examples could include special projects, porting, HP support etc. About Consensus Cloud Solutions, Inc. Founded over 25 years ago as the global leader of digital cloud fax technology, Consensus Cloud Solutions, Inc. . Consensus Cloud Solutions leverages its technology heritage to move from simple digital documents to advanced healthcare standard HL7/FHIR for secure data transport as well as Natural Language Processing (NLP)/AI to convert unstructured to structured, analytics-ready documents helping users unveil information that is meaningful and actionable. The company's interoperability suite of solutions offers a unified digital environment that optimizes workflows, provides real-time event notifications, on-demand patient query, direct secure messaging, universal APIs, NLP/AI, electronic signature and eFax HITRUST CSF-- - Certified digital cloud faxing. With more than 11 million users worldwide Consensus Cloud Solutions leads the industry in interoperability solutions that create operational efficiencies and enhance communications. Apply: Job Requirements: Job Requirements and Experience-- -: Minimum 2 to 3 year experience in Technical Support / Billing Inbound Call Center (previous .com experience preferred) Exceeding expectations with call QA's Excellent communication skills (oral and written) Superior technical and problem solving skills PC proficiency; Knowledge of MS Word, Excel and Outlook Experience resolving basic user related technical problems with directions given over the telephone Ability to work both independently and as part of a team is a must Macintosh experience a plus (but not required) HTML experience a plus (but not required) Ability to mentor and support Level 1 agents and New hires nesting after training Cross functional skills in supporting customers via chat and email Must have a secondary skill set supporting added areas of support functions, examples could include special projects, porting, HP support etc.

Keywords: Consensus Cloud Solutions, Las Vegas , Customer Service Technician Level 2, Hospitality & Tourism , Las Vegas, Nevada

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