CSC Agent

Summary

Join New Era Technology, a global company with over 4,500 professionals, committed to creating a supportive and growth-oriented workplace. As a CSC Agent, you will provide inbound and outbound customer service support across multiple products, handling questions, service requests, and escalations. You will utilize various communication channels, document tickets, and escalate issues as needed. The role requires technical aptitude, problem-solving skills, and the ability to work independently and as part of a team. New Era offers a comprehensive benefits package, including full medical, dental, vision, 401k matching, and generous PTO.

Requirements

• Interest in technology and understanding technical issues
• High degree of accuracy, attention to detail and confidentiality
• Excellent analytical, problem solving and decision-making skills
• Effective verbal, listening and written communication skills
• Effective organizational, stress and time management skills
• Demonstrates a sense of urgency and ability to meet deadlines
• Ability to work independently and/or as a team member
• At least six months operating a computer in a Windows based environment
• Bachelor’s Degree or equivalent experience
• English

Responsibilities

• Answer, evaluate, and prioritize customer service requests via telephone, voicemail, e-mail, and self-service web site
• Answers to customer/client support requests or inquiries concerning ticket status
• Document new tickets received and ensure all fields and relevant information is present in request prior moving to the technician board
• Demonstrates ability to apply sound process to retrieve and document all relevant information from clients in creation and processing of requests
• Communicates effectively with technical and non-technical customers, both internal and external
• Utilizes mechanized systems to initiate and complete service orders and handle customer requests
• Utilize operational systems to escalate service orders and support requests
• May be required to work in one or multiple queues/skill sets over various customer contact channels
• Perform on-the-job training for continuous personal and professional improvement
• Complete on-line training courses for continuous personal and professional improvement
• Availability to work a flexible schedule which includes all hours of call center operation
• Responsible for improving service delivery processes through programs, applications and methodologies
• Provides support for basic technology related tasks such as VPN resets, Password Resets, and other MACD (Move, Add, Change, Delete) related items with in designated systems for designated clients
• Ability to complete/learn initial troubleshooting in technical domains such as IT, Voice, and Physical Security
• Other tasks deemed necessary by management

Preferred Qualifications

• A+, Microsoft Certifications, any basic technical certifications
• Call center experience

Benefits

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 28 PTO Days including company holidays
• Remote Work