Call Center Analyst I

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver first-level support to all customers

• Record and resolve Customer Care Cases related to software applications and hardware equipment

• Manage proper Case routing and initiate first-level escalations

• Respond to, log, and direct Customer Care calls through phone, email, and voicemail

• Update, close, and add repair duration to hardware and software Cases using the SalesForce Service Console and external vendors

• Execute first-call technical resolutions

• Conduct Call Center administrative tasks, which include electronic faxes, customer care transitions, scanner setups, T&M, Hot Fixes, Scanner Swaps, GARDA resets, user creation, and ASP setup workflow routing

• Develop research documents for the SalesForce Service Console

• Support other Call Center Associates as needed

⛳️ Requirements

• Fundamental computer skills

• High School diploma or GED (preferred)

• One year of customer service or experience in the computer industry (preferred)

• Background in the banking industry

• Familiarity with the SalesForce Service Console

• Completion of personal qualification standards training in customer service

• Must be at least 18 years of age

🏝️ Benefits

• Competitive benefits commencing on day one

• Healthcare coverage (Medical, Dental, Vision)

• Paid Time Off, Volunteer Time Off, and Holidays

• Employer-Matched Retirement Plan

• Employee Stock Purchase Plan

• Short-Term and Long-Term Disability coverage

• Assistance for Infertility Treatment, Adoption, and Surrogacy

• Tuition Reimbursement

• Annual performance incentive plan