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Customer Service Representative
Ref No.: 17-70956
Location: SAN ANTONIO, Texas
Start Date: 08/08/2017

Job Title         : IT Customer Service Representative
Job ID            : 17-70956
Location         : SAN ANTONIO TX 78249 
Duration         : 06 Months
 
Job Description:

Technologist to respond to the incidents / issues reported by Customer predominantly through Voice Interaction and also through email, chat & remote support.•
Technologist to identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment group.•
Technologist to capture all incidents in incident tracker tool and assign the cases to relevant assignment group as per process and ensures proper documentation. •
Provides resolution to customer based on in scope processes•
Follows the incident life cycle as defined by process viz  logging the incident with proper priority, categorization and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closure.•
Technologist constantly upgrades his technical, process and soft skills to achieve the client and internal quality scores with CSAT scores, resolution on call and customer service scores. • Assists with monitoring and tracking.
Provide technical support for resolution of customer IT problems, incidents, issues, requests and queries.
Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing.

Regards
Ankita Gupta
Assistant Manager - Staffing
Artech Information Systems LLC 
360 Mt. Kemble Avenue, Suite 2000 | Morristown, NJ 07960 
Office: 973.967.3408| Fax: 973.998.2599
Email: ankita.gupta@artechinfo.com | Website: www.artechinfo.com

About Artech Information Systems LLC

Artech is an employer-of-choice for the last 25 years to over 7,500 consultants across the globe. We recruit top-notch talent for over 70 Fortune and Government clients coast-to-coast across the U.S., India, and China. We are #1 Largest Women-Owned IT Staffing Firm in the US and this may be your opportunity to join us!

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