CUSTOMER SUPPORT TECH - Hopkinton Massachusetts

Location: Hopkinton, Massachusetts
Posted On: 04/18/2024

Adecco is currently assisting a local client in their search to fill a Customer Support Tech job in Hopkinton, MA. This is a temporary opportunity. As a Customer Support Tech you will be responsible for initiation, development and execution of assigned projects within a defined period of time, as well as making sure project milestones and targets are met. Apply Now if you meet the qualifications listed below!



Provides support for Online Support services to external customers, employees, and partners. Follows applicable process to ensure excellence in Customer Service. Work hours comprise of shift patterns.



Principle Duties and Responsibilities:

Management Online Support issues including locked accounts, password resets, Site Administration, and other Online Support technical issues.

Work through Service Requests, email, and telephone.

Troubleshoot issues through to resolution.

Interface with applicable partner teams, IT, sales, and other internal groups.

Implement escalation procedures as required.

Provides support and exhibits sense of urgency reconciling inconsistencies.

Performs other duties as required.



Skills

-Troubleshooting/Problem solving skills

-Creative thinking (i.e. thinking outside of the box)

-Ability to multi-task

-Adaptability; easily adapts to change and new processes

-Positive influence

-Ability to work in a high-pressure environment.

-Ability to work in a team environment

-Ability to work with a sense of urgency

-Basic computer skills

-Communication skills

-Customer focused

-Customer Service skills



Training

Training will be delivered Monday - Friday during 1st shift hours either 7:00am - 3:00pm or 9:00am - 5:00pm.



GENERAL SUMMARY

Provides front end non-technical support for company's Internal and External Customers. Follows call handling procedures to ensure excellence in customer service. Work hours comprise of shift patterns, weekends, and holidays to cover a 24 X 7 period. Provides service in English and other Languages.



PRINCIPAL DUTIES AND RESPONSIBILITIES

-Create, research and update service requests.

-Route service requests to appropriate product support teams.

-Interface with Global support teams and Field personnel.

-Implement escalation procedures as required.

-Execute Business Continuity procedures if needed, according to established protocols. Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc.

-Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service. Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams.

-Performs other duties as required. EMC Proven Professional Certification desired.



SKILLS

-Customer Service skill.

-Communication skills.

-Interpersonal skills.

-Organizational skills.

-Ability to work in a team environment.

-Able to adapt to change.

-Strong computer skills.

-Customer-Facing, Business-Level English speaking and writing skills required.

-Other Languages may be required.



Education Required: Associates Degree

Experience Required: 1-2 Years

Physical Requirements: No





Manager is looking for Shift - Monday to Friday 4 am to 12 pm



Seeking Portuguese speaking candidate.



Adecco provides one of the most comprehensive benefits packages in the industry to contract workers.





Click on Apply Now to be considered for this Customer Support Tech in Hopkinton, MA or you can visit our website www.adeccousa.com to search for other opportunities that are currently available.



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