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Technical Support

Omaha, NE 68154

Category: Professional Job Number: 15192

 

Voca has an immediate opening available for a Client Service Representative in Omaha, NE!

Position Details 

Job Description:

Our Technical Customer Service incumbents typically:
- Respond to inbound calls related to application, IT hardware and software products (may include POS terminals) or related inquiries
- Diagnoses and resolves problems using documented procedures and checklists 
- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
- Are afforded multiple cross-training opportunities to ensure we stay fluent with the ever changing needs of the business


Qualifications

Required:
- Highly developed sense of integrity and commitment to customer satisfaction
- Demonstrated passion for excellence with respect to treating and caring for customers
- Ability to communicate clearly and professionally, both verbally and in writing
- Ability to handle complaints and unpleasant customers
- Has a pleasant, patient and friendly attitude
- Strong detail orientation and communication/listening skills
- Willingness to work a flexible schedule and overtime when needed
- Possess a strong work ethic and team player mentality
- Medium to high proficiency with Microsoft Outlook, Excel and Internet Explorer 
- Knowledge of technical support issues related to Internet connectivity and troubleshooting experience
- 1+ years in a service oriented capacity

Preferred:
- Experience in a Technical Support role or similar high-volume service center
- Familiarity with performance requirements – Voice of the Customer, Quality, Schedule Adherence, etc.
- Some experience with multi-line telephones and online noting systems
- Associate’s Degree or higher in Information Technology or related field


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