Technical Support Specialist

• Responding to questions about our services, results and provide additional specialized services upon request
• Communicate and interact with regarding issues related to the Verifications, Criminal, OHS, Order Creation, Finance, etc., specific rush order requests, and overall assistance to enhance and improve the rapid resolution of client issues and requests.
• Ensure that all requests and case management workflows are resolved promptly to meet contractual SLAs and client expectations.
• Effectively communicate with clients, management, and team members on an as-needed basis with issue resolution.
• Conduct and deliver additional projects assigned by the manager

Act as representative/liaison for Client Service to other depts

What We're Looking For:

• Excellent communication skills - maintain consistency, open communication with other team members and members of supporting departments
• Proven ability to communicate effectively (written and verbally) with customers, peers, management, contractors, and vendors
• Must be able to analyze a situation and respond quickly in a courteous and professional manner
• Knowledge of CRM applications SFDC and Jira preferred
• Must understand all aspects of the fulfillment process and be able to explain them to the requestor effectively.
• Ability to escalate and coordinate inter-departmental troubleshooting efforts to prioritize tasks and respond/escalate appropriately
• Capable of handling a large number of calls and e-mails
• Self-starter and can see the process through from start to finish
• An individual who does well under pressure with time-sensitive projects
• Preferred 3+ Years experience in BPO into Customer Service

Perks and Benefits