Customer Support Representative

As a Customer Support Specialist at this company, you will play a crucial role in providing first level contact and resolving customer issues efficiently. Your responsibilities will include: - Providing excellent customer service and communication to address customer queries effectively. - Escalating unresolved issues to the appropriate support level for prompt resolution. - Relaying information between internal and external customers in a proactive manner. - Tracking, routing, and redirecting problems to the correct resources. - Updating customer data and generating activity reports. - Monitoring support cases regularly to ensure timely closure based on Service Level Agreements (SLAs). - Coordinating with resources and third-party vendors to meet SLAs. - Ensuring all orders are completed accurately and systems are updated accordingly. - Maintaining metrics, customer service logs, and handling any other duties or special projects as assigned. Qualifications required for this role include: - Associate degree (A.A.) or equivalent from a three-year College or technical school, with an emphasis on electronics (Bachelor's Degree preferred). - ITIL Intermediate Certified in (SOA -Service Offerings and agreements) and proficiency in Linux server including command line interface. - Excellent communication skills and proficiency in Microsoft Office. - Flexibility to work in shifts with 2-5 years of relevant experience. - Strong understanding of the Software Life Cycle and Customer Support Best Practices. - Experience in a fast-paced environment with good time management and solid communication skills. - Hands-on experience providing end-user support in a high availability, mission-critical support operation. - Strong knowledge of standard hardware & software configurations, Storage, and Computing, preferred. - Demonstrated ability to communicate effectively at all levels and represent the company positively in the marketplace. Your role as a Customer Support Specialist will involve ensuring customer satisfaction, resolving issues promptly, and maintaining effective communication between various stakeholders. Your expertise in customer support best practices, technical knowledge, and strong interpersonal skills will be instrumental in delivering high-quality service to customers.,