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Customer Service
Ref No.: 18-13594
Location: San Francisco, California
Job Title: Customer Service Representative
Job location: San Francisco, CA
Job Duration: 1 Month(contract)

Responsibilities:
  • Coordinate all incoming cases from customers (internal and external) regarding all SIG products
  • Have complete awareness of all open cases and re-assign cases between engineers if needed (load balancing)
  • Make expedited assessments of the nature and severity of customer issues and updating with the appropriate priority
  • Gather necessary technical data to begin supporting issue, including detailed problem descriptions, support packages, logs, etc. to ensure TSEs can quickly and accurately gauge the scope of the service requests
  • Match customer problem descriptions to known issues, and knowledge articles on our customer portal – case deflection
  • Assist in follow-the-sun case handoffs and reassignment of cases between regions
  • Follow-up with customers and support engineers to ensure their cases are resolved and customers are satisfied
  • Match customer problem descriptions to known issues, and knowledge articles on our customer portal
  • Follow-up with customers and support engineers to ensure their cases are resolved and customers are satisfied
  • Answer calls and route to correct support engineers
  • Ability to do investigative work to understand how tickets are filed and handled
  • Ensure timely management update and tracking of requested data
  • Working closely with technical support engineers to understand and requests necessary diagnostic information from customers
  • Track daily operations, dispatch work using Excel and other reporting tools

Required:
  • Good interpersonal skills, able to interact well with internal at all levels
  • Creative problem solver. Able to troubleshoot system and process issues, with a recommendation of possible solutions and/or alternative workarounds
  • Independent and Self-Driven
  • Excellent customer service skills
  • Excellent communication skills – written/verbal/presentation
  • Demonstrated experience in a fast-paced environment
  • Adaptable and flexible
  • Strong leadership skills
  • Strong training and presentation skills
  • Very strong focus on quality with attention to detail
  • Multitasking
  • Assertive with the ability to negotiate
  • Excellent knowledge of Microsoft (MS) Office
  • Innovative and strategic thinker
  • Excellent business acumen
  • May need to attend global conference calls outside of core business hours