Customer Service Agent I

SUMMARY

This position provides customers and end users with customer, product and/or technical support by performing the following duties. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Adherence to SYKES policies on ethics and integrity.
• Receives transactions from users regarding customer service or technical support related needs based upon the scope of support provided by contract to Sykes' clients.
• Determines appropriate action to be taken on customer's behalf, which may include problem determination and appropriate next steps. Informs customer of those appropriate next steps and works with customer to achieve issue resolution.
• Maintains proficiency in programs, products and/or platforms assigned.
• Maintains pertinent paperwork and records through data entry.
• Communicates with co-workers to research problem and find solution.
• May test software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Communicates with team manager, team members and other teams regarding problems, solutions and trends.
• Responsible for meeting established individual and team performance targets, which include customer service, productivity and quality standards.
• May perform other additional duties and responsibilities as assigned.

EDUCATION and/or EXPERIENCE

• High school diploma or equivalent, or current student status. Post high school education preferred. Six months to one-year experience in customer support preferred. Working knowledge of supported operating systems, software, and hardware preferred. Understanding of troubleshooting processes, technology and tools preferred.

QUALIFICATIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Outstanding oral and written communication and interpersonal skills
• Strong computer skills
• Strong evaluation and analysis skills
• Strictly adheres and demands strict adherence to the company's policies
• Excellent attention to details
• Team Player
• Successful completion of LEAP Behavioral Assessment

SYKES is proud to be an equal employment opportunity and affirmative action employer. Women, minorities, individuals with disabilities and veterans are encouraged to apply. EEO/AA/M/F/Vet/Disability.