UNION

This role will:

• Communicate with end-users via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
• Provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.
• Gauge the severity of incidents by identifying the impact of software or hardware failure on the customer’s business and use appropriate conflict resolution techniques as needed.
• Collaborate with cross-functional teams to ensure timely and accurate issue resolution.
• Manage the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
• Mentor junior specialists as needed or requested by management.

Qualifications

Must have:

• You have at least 1 year of experience in customer service, customer support, or technical support.
• You’re proficient in both written and oral English. 
• You have customer service experience and a desire to learn new technical skills.

Nice to have:

• You’re familiar with Microsoft products, programs, and services.
• You have strong negotiation and problem-solving skills.
• You’re good at developing and maintaining positive working relationships.
• You’re an excellent multi-tasker with great organizational skills.
• Some higher-level education is preferred.
• Certifications relevant to the product are helpful.