Customer Care Support Job Description
Customer care support
provides technical and configuration support to assist in authentication and provisioning accounts to on-premise and cloud services; troubleshoot issues between Microsoft Active Directory, Active Directory Federation Services, Directory Synchronization, Message Hygiene, and Identity Management related tools.
Customer Care Support Duties & Responsibilities
To write an effective customer care support job description, begin by listing detailed duties, responsibilities and expectations. We have included customer care support job description templates that you can modify and use.
Sample responsibilities for this position include:
Respond to customer service / technical issues related to K12 proprietary systems, hardware, and software and networking both in written word and orally via telephone
Addresses complex and abstract problems, may be in a concentrated area of expertise, such as networking
Conducts real-time phone monitoring and coaching to billing CAEs in order to maintain required service level
Accurately record issues and data into Dealer Management System
Follow up with Customer on services provided
Change Agent - Look for ways to improve support processes
Assist customers by diagnosing problems and providing resolutions for technical and service issues using troubleshooting techniques and tools to identify products/systems/hardware that are defective and follow guidelines in issuing service or replacements
Answer questions about installation, operation, configuration and usage of assigned equipment, documents and assigns customer problems for resolution using support ticketing and CRM software
Remain knowledgeable of K12’s proprietary systems, various hardware product lines, current industry products and technologies
Escalate more complex issues with proprietary systems to corporate engineering team
Customer Care Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Care Support
List any licenses or certifications required by the position: OEM, ITIL, ABO, ASE, TICO
Education for Customer Care Support
Typically a job would require a certain level of education.
Employers hiring for the customer care support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Education, Military, General Education, Business, Technical, Technology, Engineering, Computer Science, Management, Associates
Skills for Customer Care Support
Desired skills for customer care support include:
Networking
SQL
ITIL
Product features and best practices to make solution recommendations and estimate work effort
Trade confirmations
Capital market
Corporate action
Internal customer facing processes
Product disciplines
Microsoft Active Directory
Desired experience for customer care support includes:
Review the information provided by the client in the Implementation Forms
Configure the tool by following the Implementation SOP
Assist to the client during the Implementation Process
Hand Over every account by following the Implementation SLAs
Strong computer proficiency with Window-based (a must) computer and MAC-based preferred
Achieve and maintain required performance standards - Including but not limited to
Customer Care Support Examples
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Customer Care Support Job Description
Job Description Example
Our growing company is looking for a customer care support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer care support
- Place orders and follow up via Tradelink / SAP
- Daily management of Salesforce for orders and communication with Telesales
- Price control
- Management of delivery date schedule
- Management of logistic complaints with our logistics partners (DHL, AZKAR, REDUR)
- Management of administrative complaints
- Support to sales representatives
- Customer care by phone or email
- Continuous improvement of process
- Identifying, researching and resolving customer issues/requests
Qualifications for customer care support
- Strong communication skills, excellent follow up and customer service oriented
- Develop and maintain a strong understanding of the Predix platform and the Oil and Gas specific software that is supported on it
- Grow and develop a team of Customer support analysts who work to efficiently and effectively resolve client issues and requests
- Build a team of Customer Support analysts who exhibit the customer-centric values in their everyday contact with clients and internal colleagues
- Identify areas for improvement within the Support team and across cross functional departments
- Work with our customer success team to ensure “happy customers”
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Customer Care Support Job Description
Job Description Example
Our innovative and growing company is hiring for a customer care support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer care support
- Striving for one-call resolution of customer issues
- Following up on customer inquiries not immediately resolved
- Applying the elements of building positive rapport with different types of customer personalities
- Accurate completion of call logs and reports
- Documenting all customer inquiries by opening ticket in detail, and all subsequent communications if issue is not resolved
- Identify, investigate, and reconcile customer payment differences within timeframe established in Revenue Support Analyst core responsibilities
- Perform root cause analysis to determine failure modes associated with each discrepancy
- Interface with customers, CCRs and business personnel to develop controls to prevent the errors from reoccurring
- Liaise with appropriate parties to ensure failure mode controls are coordinated and prioritized for the businesses and are rolled out in an organized fashion
- Support of all Key Performance Indicators and trend analyses to ensure Customer Care goals are achieved, insuring change initiatives to support a sales and customer centric culture are implemented
Qualifications for customer care support
- Proficiency in MS PowerPoint, Excel, Word, and simple database applications
- Previous experience with Syspro preferred
- Must be proficient in performing all the primary functions of the Technical Support group, including resolving all routine inquiries related to Suddenlink video, telephone and data services and products Ability to prioritize and organize effectively
- At least one year as CCR I - Tech Support preferred
- Support and execute upon all corporate financial goals, including all activities at year and quarter end
- Ensure Order Management compliance with respect to State Licensing / DEA Compliance, SOX, and other relevant requirements
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Customer Care Support Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer care support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer care support
- Use questioning and listening skills to identify, research and resolve customer issues/requests
- Strive for one-call resolution of customer issues
- Apply the elements of building positive rapport with different types of customer personalities
- Document all customer inquiries by opening ticket in detail, and all subsequent communications if issue is not resolved
- Maintain knowledge base with the company's changing catalog of services, products State and Federal regulatory requirements
- Apply proper telephone etiquette at all times
- Accept incoming IT Help Desk inquiries (email, phone, pages, in person) and resolve
- Establish structure and drive systems improvements to efficiently engage and communicate within the customer experience journey
- Partner with Customer Support management team for identifying daily operational activities to drive improvements related to responsiveness, first-call resolution, service-level and efficiency gains
- Make data-driven decisions using workflow analysis, and business knowledge to drive continuous improvement within Customer Support
Qualifications for customer care support
- Analytical Chemistry, Organic Chemistry or Bachelor’s degree in related field of Science
- Minimum of 8 years scientific pharmaceutical experience with working knowledge of generics, API’s or Drug Product
- Scientific support in a regulated manufacturing environment is preferred
- Proficiency in MS Office program (Excel, Word, and Power Point) required
- Bachelor of Accounting or Business (Accounting) is preferred, but not mandatory
- Must be proficient in performing all the primary functions of the Technical Support group, including resolving all routine inquiries related to Altice video, telephone and data services and products Ability to prioritize and organize effectively
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Customer Care Support Job Description
Job Description Example
Our company is hiring for a customer care support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer care support
- Establish, review, and update processes and behaviors for associates to identify, fine tune and resolve customer issues before our users experience them or on the first contact in a manner that produces an improved customer experience and eliminates the need for repeat contacts
- Discover which processes yield the best business results and target those that need improvement
- Drill down into workflow data and filter by process types, users, roles, departments to get answers
- Discover and document existing workflows, review who’s doing the work and view how long it takes to complete
- Manage the resolution process with each airline reservation system and Indirect Distribution system to achieve best results for all SCH brands
- Ensure that the rates are viewable and bookable in systems
- Selects correct processes from clearly prescribed rules, past practices or instruction
- OR -Wednesday and Thursday)
- Identify, investigate, and reconcile customer payment differences within timeframes established in Revenue Support Analyst core responsibilities
- Respond to customers inquiries in a contact center/call center environment
Qualifications for customer care support
- Call center, technical support, customer service and/or sales experience preferred
- Must be willing to work out of an office located in San Ramon, CA, or Longmont, CO
- Minimum of 3-5 years’ experience in manufacturing customer service
- At least one year as Technical Support preferred
- Solid understanding of support technologies and processes
- Demonstrated ability to apply a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions
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Customer Care Support Job Description
Job Description Example
Our company is looking for a customer care support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer care support
- Proven ability to multitask while maintaining a high attention to details
- Identify customer’s adverse events as reported by the customer
- Comer service experience to the customer
- Research software license agreements, renewal history and identify upcoming SMS contract renewals
- Create SMS contract renewal Quotes and send them for customer review
- Follow-up with the customers to ensure their acceptance of the Quotes and submission of corresponding purchase orders to meet our renewal metrics
- Work closely with the customers to address their concerns and questions while using the escalation and approval chain to obtain needed help and approvals for any changes
- Collaborate with internal AspenTech resources
- Document all external and internal communications action plans for each pending SMS renewal Quote, using the Quote tracking form in the Customer Service CRM system
- Maintain the accuracy of the support entitlement data in the Customer Services CRM database
Qualifications for customer care support
- Experience in documenting current and future business/operations processes
- This role requires exceptional problem solving skills, the ability to think both analytically and creatively, strong relationship development, negotiation and influence skills and great communication skills
- Ability to analyze multiple disparate data sets and produce actionable insights
- At least one year in teachnical support preferred
- Experience in hotel front desk, hotel reservations, and travel industry or customer service with demonstrated proficiency and understanding in functions related to the position an advantage
- Experience in relational databases, mySQL – Astro/AOR