Support Specialist (Client / Product Support)

Chicago, IL 60606

Posted: 10/17/2019 Category: Other Job Number: 12414

Job Description

The Co-Location Customer Support Specialist is a member of the firm' s  Co-Location Customer Support Team and is responsible for responding to, managing, and resolving co-location customer requests with the highest degree of courtesy and professionalism. This position is the point-of-contact for all  Co-Location customers. The Co-Location Customer Support Team responds to customer calls, portal requests, and e-mails 24 x 7. Through ongoing training, Specialists develop an expertise in  Co-Location products, services, processes, and policies. Each Specialist is responsible for proactively managing service escalations and identifying trends in overall service delivery to produce the best possible customer experience.

Principal Accountabilities:
• Build relationships with customers to encourage new and repeat business opportunities.
• Calmly guide difficult customer situations to resolution with ownership and by urgently engaging the appropriate resources, while keeping the customer informed.
• Maintain knowledge of co-location products, processes, and policies and effectively communicates these to the customer.
• Manage customer requests and ensure follow up ahead of defined service level agreements (SLAs).
• Manage the escalation of incidents in a timely and efficient manner, following established guidelines; ensure incidents are accurately reported to management; and ensure each incident is formally documented for customers.

Skills & Software Requirements:
Experience with web, voice, e-mail, and Instant Messaging tools.  

Meet Your Recruiter

Kelly Hallgren

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