Customer Service Associate

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

📋 Description

• Act as the primary point of contact for the Personal Support Center

• Handle calls, emails, and chats while surpassing set service level agreements

• Conduct initial problem identification and troubleshooting

• Strive to implement solutions and escalate issues that require further access or advanced expertise

• Provide support to customers via telephone, chat, and email concurrently

• Work various shifts in a support department operational 24/7 throughout the year

• Record assigned cases and tasks, detailing troubleshooting steps taken

• Collaborate with senior agents to establish case resolution strategies

• Maintain professional and courteous communication across all interactions, including face-to-face, phone, email, and chat

• Comply with information security policies and report any security concerns

• Work alongside PSC staff, leadership, Technical Support Analysts, and other departments

• Escalate unresolved support inquiries

• Achieve and surpass customer service level agreements and satisfaction ratings

• Utilize and update the PSC Wiki and other knowledge resources

• Engage in mentoring programs and peer mentoring activities

• Troubleshoot hardware, software, and network connectivity issues for PC and Mac

• Assist with the navigation and functionality of the Learning Management System

• Follow and contribute to the development of PSC policies and procedures

• Review training communications and PSC informational resources

⛳️ Requirements

• Basic understanding of Customer Service Principles

• Fundamental knowledge of Technical Skills

• Background in customer service and/or technical support

• Availability to work a flexible schedule, including nights, weekends, holidays, and on-call rotations

• Ability to operate within tight timeframes while ensuring call quality

• Capability to deliver exceptional customer service

• Skill in providing detailed, accurate, and high-quality documentation

• Strong communication abilities

• Proven track record of outstanding customer service

• Associate degree or equivalent experience preferred, though not mandatory

🏝️ Benefits

• Extensive knowledge base and a variety of training sessions

• A minimum of 3 training sessions each quarter

• Knowledge sharing sessions, online resources, standard operating procedures, and interdepartmental communication

• Mentoring program for Technical Support Analysts and opportunities for peer mentoring

• Fully remote work options