Customer Support Associate

Job Category:Customer Services Primary Location:USA-NJ: NEW JERSEY-BERKELEY HEIGHTSSchedule:Full-time Job Type:Standard Employee Status:Regular No Job Posting: 2008-09-05Description: Essential Job Functions Answers telephones and responds to moderately complex customer questions and/or forwards call to appropriate personnel. Researches customer inquiries and responds to appropriate parties in a timely manner. Records calls, processes requests and updates account history with results of inquiry to include proper documentation. Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements. Performs data entry and matches documents to appropriate accounts to verify up to date and accurate information. Interfaces with team personnel, management, and customers in reference to customer service issues. Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management. Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions. Monitors daily transactions to ensure policy and procedures are in accordance with service level agreement. Entry level IT helpdesk experience. Knowledge of technology infrastructure to properly identify and route service requests. Familiarity with technology terminology for telephony, WAN, Network, Database, UNIX, etc. Job experience which demonstrates the ability to manage multiple priorities, display initiative and innovative solutions for process improvement. Basic Qualifications High school diploma Five or more years of customer service or other telephone experience Experience working with organizational functions and personnel Experience working with fax machines, computer software, and telephone technology Experience working with and skilled in the use of help desk software Other Qualifications Business and analytical problem solving skills Communication skills Ability to work independently Ability to follow oral and written directions Remote Work Location Authorized:Yes, With Restriction Relocation Assistance:Not AvailableClearance Level:None Create Success