CUSTOMER SUPPORT TECHNICIAN - Full-time / Part-time

GENERAL SUMMARY Provides front end non-technical support for Internal and External Customers. Follows call handling procedures to ensure excellence in customer service. Work hours comprise of shift patterns, weekends, and holidays and overtime to cover a 24 X 7 period. PRINCIPAL DUTIES AND RESPONSIBILITIES * Engages with customers via Live Chat. Chat customer support technicians assist engaging technical support, providing entitlement details, and licensing queries. Chat customer support technicians also provide guidance navigating online support features. * Create, research and update service requests Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams. * Executes Disaster Recovery procedures if needed, according to established protocols. * Implements, escalates procedures in a timely manner to appropriate personnel as directed by Global Support Center Shift leads and management. * Performs other duties as required. SKILLS * Strong Customer Support skills * Prioritization of tasks * Strong computer skills * Strong communication skills * Ability to work in a team environment * Sense of Urgency * Call Center background * Organizational skills * Able to adapt to change Education: High School Experience: 1+ year's customer support Shift Requirements: 2nd Shift - Monday - Friday - 10 am - 6 pm