Customer Care Center Consultant

Job Description

Resolves simple technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems. Addresses internal or external business and end user issues via telephone and electronic support channels, offering solutions and guidance. Articulates case summaries, resolutions, and contributes to the Knowledge Management System (KMS) through both written and verbal communication. Guides customers proactively to mitigate the occurrence of problems, while also representing the organization through activities such as customer visits, participation in industry conferences/trade shows, and vendor meetings. Utilizes relevant frameworks to implement solutions and contribute towards technical excellence. Provides resolutions and feedback by performing root cause analysis of outages and trends to address issues promptly and effectively. Collaborates with team members as needed to meet internal or external business and end user Service Level Agreement (SLA) demands. Applies foundational principles and contributes proactively to projects through research and data analysis support, providing regular updates on accomplishments and impediments. Supports priority projects with direction, maintaining relationships with internal stakeholders and sharing information via standardized reports. Education Experience Recommended Four-year Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence. Typically has 0-2 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field. Preferred Certifications NA Knowledge Skills Amazon Web Services Automation Computer Science Customer Relationship Management Customer Support Debugging Java (Programming Language) Linux Operating Systems Product Support Python (Programming Language) Root Cause Analysis Scripting Software As A Service (SaaS) SQL (Programming Language) TCP/IP Technical Services Technical Support Unix Workflow Management Cross-Org Skills Effective Communication Results Orientation Learning Agility Digital Fluency Customer Centricity Impact Scope Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts. Complexity Learns to apply basic theories and concepts to work tasks.