Client Technical Support Rep Resume Samples

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AB
A Brakus
Ahmed
Brakus
92723 Twila Union
Houston
TX
+1 (555) 105 8604
92723 Twila Union
Houston
TX
Phone
p +1 (555) 105 8604
Experience Experience
Chicago, IL
Client Technical Support Rep
Chicago, IL
Lang, Gorczany and Bailey
Chicago, IL
Client Technical Support Rep
  • Work with development staff to determine problem solutions
  • Develop and maintain an excellent working relationship with internal/external customers
  • Develop and test complex user documentation; work with hardware vendors to resolve equipment failures/problems
  • Test personal computers and peripherals on a network to diagnose, hardware versus software problems
  • Perform other duties as assigned
  • Provide support for Account Executives as assigned
  • Escalate issues to management and/or clients following defined procedures
Philadelphia, PA
Client Technical Support Rep, Professional
Philadelphia, PA
Powlowski, Murphy and Ondricka
Philadelphia, PA
Client Technical Support Rep, Professional
  • Identify, investigate and resolve technical problems given the established severity level and work in conjunction with the client and development team to resolve technical roadblocks
  • Facilitate, drive and support the application implementation process, working closely with clients to ensure delivery and implementations exceed our client service level commitments
  • Work with QA, BSAs and Dev on mobile application root cause analysis, research and debugging
  • Perform Software Testing on Releases
  • Test releases for assigned clients/product cycles (Product releases, bug fixes, PCRs) under overall supervision of the QA team and management
  • Create and maintain installation and training documentation
  • Execute test plans both independently and as part of a team effort based on planned project schedules and defect severities
present
New York, NY
Client Technical Support Rep, Associate
New York, NY
Botsford-Cormier
present
New York, NY
Client Technical Support Rep, Associate
present
  • Participate in and support company-wide initiatives such as continuous process improvement in order to improve service, reduce costs, and improve quality
  • Provide accurate information and quality customer service
  • Install and run SDK's (Software Development Kits) for iPhone and Android
  • Assist with configuration and branding of mobile applications
  • Answer incoming calls and inquiries from customers, sales and account management to resolve customer questions and concerns
  • Communicate to team leads and/or managers detected risks that can lead to non-compliance to service levels
  • Identify and execute manual tests for the mobile applications on specific mobile devices
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Belmont University
Bachelor’s Degree in Computer Science
Skills Skills
  • Solid PC (MS Office) skills and the ability to type 35 wpm or greater
  • Excellent interpersonal skills including ability to maintain professional presence at all times
  • Solid organizational and time management skills with strong attention to detail
  • Ability to gather appropriate information from the client or via applicable Fiserv tools
  • An understanding of basic helpdesk knowledge very helpful
  • Ability to track status of outstanding customer deliverables and follow up accordingly
  • An understanding online banking and/or basic helpdesk knowledge very helpful
  • Contribute new written content to knowledge base
  • Ability to interface with all levels associates and managers for both internal and external customers
  • Strong critical thinking / problem resolution skills
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4 Client Technical Support Rep resume templates

1

Client Technical Support Rep Resume Examples & Samples

  • Provide support for Account Executives as assigned
  • Participate in meeting team goals for service, quality and cost
  • 2+ years banking or customer service experience
  • High school diploma required, bachelor's degree strongly preferred
  • Demonstrated experience working well in a close team environment
  • Ability to make decisions and solves problem that are general in nature and for which there are precedents. More far reaching decisions will be referred to the supervisor/manager
  • Possess demonstrated ability to determine when to refer issues versus handle them personally
  • Ability to travel (approximately 15%) as needed
2

Client Technical Support Rep, Senior Resume Examples & Samples

  • Under minimal supervision, defines and/or resolves Key Account client problems with designated product lines
  • Provides contact through telephone support and simulates or recreates problems to provide resolution to client for operating difficulties
  • Discusses problems or inquiries with other department personnel and offers technical assistance and insures proper handling and follow-up
  • Communicates reseller suggestions for enhancements and insures proper handling and follow-up
  • Documents problems and corrective actions/procedures in tracking software
  • Works with development staff to determine problem solutions
  • Five to seven years of experience in the financial services/banking field interacting with clients
  • Strong knowledge of the financial services industry
  • Working knowledge of VisionPLUS and Fiserv products/systems strongly preferred
  • No Supervisory/Management experience required
  • Must be able to follow established guidelines to accomplish tasks and solve more complex problems
  • Solid organizational and time management skills with strong attention to detail
  • Strong decision making skills for handling reseller situations with their interest in mind at all times
  • Ability to create and provide presentations to resellers once a year
  • Less than 5%
  • 180 day accomplishments
  • Working knowledge of organizational system structure and how to work in the test environment
  • Working knowledge or how to obtain information specific to modules within the software
  • Working knowledge of problem management system and overall case management
  • Working knowledge of application reports
  • Achieve problem resolution SLAs, Quality Observances Objectives and Case Survey Objectives
  • Experience with VisionPLUS software
  • Experience with Account Access and Nautilus
  • Knowledge of CICS and CA Scheduler
3

Client Technical Support Rep, Senior Resume Examples & Samples

  • Investigate and resolve complicated client reported issues requiring technical research
  • Research and provide in depth training and understanding of functional specifications to representatives when new products are developed and introduced
  • Provide project management of internal projects
  • Provide creation and delivery of Ad Hoc reporting from report writer
  • Participate in daily and weekly technical review meetings presenting changes to Change Control
  • Minimum 3 years’ experience required
  • Technical Support in a Financial Institution environment
  • Supervisory/Management experience required but must be able to work independently and prioritize work based on impact to client/cardholder
  • Financial Institution operations and applications
  • Credit Management or VisionPLUS software
  • Customer Servicing and strong communications skills
  • Understanding of writing and running Macros
  • Percentage/frequency of travel would be very minimal and less than 3%
  • Accurately resolve 70% of case assignment on time providing supporting documentation and education to the Client Services Representatives
  • Understanding of Product functional Specifications and how they relate to product features
  • Participate in Change Control meetings accurately presenting necessary projects for all Client Services associates
  • Understanding and educating Client Services Representatives on monthly software releases
  • Managing minor production problems and communicated properly to the applicable resources
  • Education – Bachelor’s Degree or comparable work experience
  • Certifications – none required
  • Experience – 5-8 years’ experience in credit card support from a technical aspect
4

Client Technical Support Rep, Associate Resume Examples & Samples

  • Resolve problems by researching and working with other departments. Follow through on issues by placing outgoing calls to retrieve additional information or returning calls to offer information regarding resolution
  • Meet individual customer service call volume and quality expectations
  • Share best practices with other customer service claim teams
  • Respond to non-routine inquiries through phone or e-mail contact with customers and prospects about the company’s products or services
  • Promote and maintain positive customer relations utilizing service excellence techniques
  • Participate in and support company-wide initiatives such as continuous process improvement in order to improve service, reduce costs, and improve quality
  • Previous experience in a financial institution is preferred, with a focus on knowledge of cards (i.e. client support, production, chargebacks, adjustments, etc.), ATMs, or network balancing
  • Prior call center of customer service experience required
  • Solid PC (MS Office) skills and the ability to type 35 wpm or greater
5

Client Technical Support Rep Resume Examples & Samples

  • Provide technical support in the use of personal computer hardware, software, and specialized print and programming technology or operate a multi- platform, complex computer environment
  • Set up and configure desktop computers, peripherals and accounts assigning security level
  • Install software and install and repair hardware and peripherals
  • Test and debug programs
  • Troubleshoot, diagnose problems, implement corrective action procedures and/or escalate to other technical resources as appropriate
  • Serve as technical resource to Networking department
  • Administer user accounts
  • Research and recommend system equipment upgrades
  • Set up and submit production jobs and edit and debug computer output
  • May act as team leader
  • Troubleshoot, repair and maintenance for computer equipment (e.g. laptops, disk drives, facsimile, and laser printers)
  • Test personal computers and peripherals on a network to diagnose, hardware versus software problems
  • Act as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns
  • Develop and test complex user documentation; work with hardware vendors to resolve equipment failures/problems
  • May perform routine security checks on the system
  • Install, repair and remove wire and cable lines
  • Participate in complex technical projects
  • Minimum 1 year experience in a Help Desk or Call Center position
  • Minimum 1 year experience in technical support or help desk position preferred
  • Knowledge of a variety of hardware, software, and Windows operating systems
  • Strong interpersonal skills to interface with managers and staff at all levels within the organization and to work with vendors of delivery services
  • Strong oral communication and written communication skills
  • Excellent problem solving and organizational skills
6

Client Technical Support Rep Resume Examples & Samples

  • Define and/or resolve moderate to complex client problems with Fiserv XP2 product. 2. Act as first or second point of interaction through client contact channels (telephone, email and web)
  • Simulate or recreate client problems to analyze and resolve user operating difficulties
  • Log incoming issues into case management system
  • Document research, client interactions, resolution paths taken, etc. in system
  • Participate in month end or extended support. Discuss problems or inquiries with other department personnel, offer technical assistance and insure proper handling and follow-up
  • Communicate customer suggestions for enhancements and ensure proper handling and follow-up
  • Document problems and corrective procedures
  • Communicate frequently with clients to provide case status and resolution
  • Coordinate database updates, configuration changes, etc
  • Engage in research and testing as needed to resolve support cases
  • Contribute new written content to knowledge base
  • Participate in application and client service skills training
  • Provide training to associates as needed
  • Minimum 3 years of experience in a similar technical role
  • Minimum 5 years of experience in a similar technical role preferred
  • Banking and or credit union industry experience preferred
  • Familiarity with AIX and Windows operating systems
  • Basic understanding of .NET framework
  • Good writing skills
7

Client Technical Support Rep Resume Examples & Samples

  • Define and/or resolve customer problems with designated product lines
  • Generally act as the first point of contact through telephone support and simulate or recreate customer problems to resolve user operating difficulties
  • Discuss problems or inquiries with other department personnel and offer technical assistance and ensure proper handling and follow-up
  • Communicate customer suggestions for enhancements and ensures proper handling and follow-up
  • Document problems and corrective actions/procedures in tracking software
  • Work with development staff to determine problem solutions
  • Attend on-going training to achieve level of technical skill needed to solve more complex problems
  • Minimum 1 year financial services, banking, and/or credit union experience
  • Credit Union experience preferred
  • Knowledge of bankcard/credit card processing concepts
  • Working knowledge of the financial services industry
  • Working knowledge of credit card processing solutions and Fiserv products/systems strongly preferred
  • Must be able to follow established guidelines to accomplish tasks and solve routine problems, referring non-routine matters to supervisor
  • Solid computer skills with MS Office Suite and related office equipment
  • Demonstrated strong customer service skills and communication skills (both written and verbal)
  • Less than 10%
8

Client Technical Support Rep Resume Examples & Samples

  • Client Communication Coordinator
  • Primary client contact responsible for client and Fiserv business partner proactive communication related to the project
  • Proactively communicates project requirements in a timely and professional manner
  • Provides timely and accurate responses to a wide range of questions and concerns
  • Provides daily client support as necessary during the course of the project Problem Resolution
  • Responsible for client problem resolution following defined processes
  • Ability to gather appropriate information from the client or via applicable Fiserv tools
  • Ability to utilize tools to fully research the situation
  • Proactively solicits input from other departments and account processors as necessary to ensure timely problem resolution Project Support
  • Ability to track status of outstanding customer deliverables and follow up accordingly
  • Responsible for initiating and leading internal and external meetings as necessary for a variety of situations throughout the course of the project
  • Assists in development of materials necessary to support the project including tracking documentation/procedures, educational materials, other procedural documentation associated with automation of particular tasks
  • Participates in continuous process improvement discussions as a means to advocate for the client experience, improve overall service, reduce costs, training as needed and improve quality
9

Card Services Client Technical Support Rep Resume Examples & Samples

  • Research customer inquiries utilizing company resources and document customer conversations, information, questions, corrective action/answers, and product orders in the tracking application
  • Knowledge of debit cards, card maintenance, card production, charge backs, ATM network balancing, and/or cardholder customer service (i.e. authorization or denial research, limit increases, PIN resets, blocking cards, setting travel rules, etc.)
  • Strong attention to detail with the ability to multi task and support the needs of multiple clients simultaneously, following up with clients as needed
  • Ability to make decisions and solves problem that are general in nature and for which there are precedents
10

Client Technical Support Rep, Professional Resume Examples & Samples

  • Identify, investigate and resolve technical problems given the established severity level and work in conjunction with the client and development team to resolve technical roadblocks
  • Facilitate, drive and support the application implementation process, working closely with clients to ensure delivery and implementations exceed our client service level commitments
  • Manage communications to clients at all levels, contribute to the ongoing improvements of support processes and sell customers new modules and provide additional functional training where appropriate
  • Perform Software Testing on Releases
  • Test releases for assigned clients/product cycles (Product releases, bug fixes, PCRs) under overall supervision of the QA team and management
  • Execute test plans both independently and as part of a team effort based on planned project schedules and defect severities
  • Send code releases to customers (assemble package, release notes, communication, follow-through)
  • Work with QA team to ensure high quality of releases
  • Perform on-site as well as remote installations
  • Conduct on-site and off-site user trainings for customers
  • Create and maintain installation and training documentation
  • Help create product demos and demo data
  • Help create and maintain user documentation
  • Help conduct internal sales trainings similar to customer user training
  • BS with 3+ years experience directly related to responsibilities specified, or an equivalent combination of education and experience
  • Strong background in technical customer support and installations, preferably within a financial/banking and high tech environment
  • Extensive experience with software project life cycles
  • Strong skills in: Oracle and PL/SQL, Visual Basic, Windows, Network Management, Microsoft Office. Experience with issue tracking tools
  • Strong verbal and written communication skills combined with a customer service mindset, presentation and problem solving skills
  • Willingness to work off-hours
11

Client Technical Support Rep, Associate Resume Examples & Samples

  • Aptitude for learning new systems/software
  • Experience with ticketing/request systems and Microsoft Office, primarily Outlook, Excel, and Word
  • Updating Financial Institution's (FI's) ATM and branch information
  • Must be internal customer-oriented and able to communicate effectively and tactfully with persons on all levels
  • Must be able to pay close attention to details and written / oral instructions
  • Ability to work with globally dispersed teams
  • Must be able to organize and schedule work effectively
12

Client Technical Support Rep, Professional Resume Examples & Samples

  • Read/comply with Information Security policy requirements
  • Adhere to policies, guidelines and procedures pertaining to the protection of GS at Fiserv CR
  • Reporting actual or suspected vulnerabilities in the confidentiality, integrity or availability of GS at Fiserv CR to a Manager or the Information Security Officer
  • Protect data from unauthorized access, alteration, destruction, or usage and in a manner consistent with GS at Fiserv CR security policies and standards
  • Reporting actual or suspected breaches in the confidentiality, integrity or availability of GS at Fiserv CR to the Information Security Officer
  • Fulfill individual employee responsibilities associated with ISO 27001 program, policies, and procedures
  • Demonstrated ability to work effectively both independently or in a group
  • Ability to work in a flexible, fast-paced environment
  • Provide exceptional follow through and be customer-service driven
  • Advanced interpersonal skills
  • Strong analytical and troubleshooting skills required
  • Hands on experience with PC/Server Hardware components
  • Degree in Computer Science or in a related area or practical experience
  • General working knowledge of relational databases and Transact-SQL
  • General understanding of Document Scanning or Multi-Function Devices
  • Requires a minimum of 4 years technical related experience including 2 to 3 years in a software development or technical support type position such as Software Engineer, Programmer, Database Administrator or Technical Support Engineer
  • Experience supporting multi-tier applications
  • Experience with installation and administration of MS SQL database management system
  • Experience with virtualization technology (Microsoft Virtual Server, Microsoft Hyper-V, VMware, and/or Oracle Virtual Solutions strongly preferred)
  • Experience with administration of Microsoft Windows XP/7/2003/2008
13

Client Technical Support Rep, Associate Resume Examples & Samples

  • Assist with configuration and branding of mobile applications
  • Set-up and configure mobile environments for mobile app deployment verification and live mobile app deployments
  • Perform weekly after hours CBA deployments
  • Identify and execute manual tests for the mobile applications on specific mobile devices
  • Support basic testing and troubleshooting of the rich internet client ported onto multi-device platforms for smart phones
  • Participate in App Resubmission/maintenance projects
  • Knowledge or course work completed on: Java, C, C# or .Net programming, HTML, XML, Unix, Microsoft SQL Server 2008/2010, SDK Emulators/IDE , RUP/AGILE testing methodologies
  • Experience working with Windows 2008 server, and .NET Framework environment preferred
  • OS Knowledge: iOS, OSX, Android OS's
  • SQL/SQLite
  • Implementation and testing on variety of mobile devices, different OS versions, and device sizes
  • Knowledge and/or working use of SDK Emulators for both iOS and Android
  • Knowledge of Agile/Scrum Methodology
14

Client Technical Support Rep, Tech Lead Resume Examples & Samples

  • 4+ years of experience in a customer service, technical support or account management role
  • Banking industry knowledge
  • Proficient level knowledge in operating systems such: Linux/Unix, Windows
  • Excellent knowledge in database management and support, especially in Oracle databases
  • Excellent knowledge of SQL Statements as a data management, analysis and reporting tool
  • Good experience in implementing, configuring, monitoring and restoring Windows/Unix/Linux servers is desirable
  • Proven experience in similar positions for Application/database support is highly desired
  • Team management proven capabilities and experience
  • Self-starter, quick learner and proactive
  • Commitment to long term working relationship
  • Able to coach/mentor other less experienced team members
  • Experience/willingness to work in compressed schedules (4 days per week 10 hours)
  • Experience monitoring tickets queues, creating, updating and taking cases to the last instance (it can be written in a better way by an HR rep)
  • FTP protocol knowledge
  • Linux/Unix server administration knowledge
  • Capable of building and/or understanding SQL queries, statements, scripts
  • Capable of building and/or understanding bash scripts
  • Oracle Database administration process knowledge
  • Excellent knowledge of Unix/Linux
  • Good knowledge of Oracle Databases is necessary
15

Client Technical Support Rep, Professional Resume Examples & Samples

  • Validate content, pagination, data input and user experience on mobile devices
  • Work with QA, BSAs and Dev on mobile application root cause analysis, research and debugging
  • Install and run SDK's (Software Development Kits) for iPhone and Android
  • Complete production cases for new CBA mobile app client requests
  • Knowledge or course work completed on: Java, C, C# or .Net programming, HTML, XML, and similar
  • Knowledge of app store submission processes (iTunes, Google Play, and/or Amazon)
  • Experience with web technologies such as JavaScript, CSS, HTML5, XML
  • Basic understanding and knowledge of protocols, database file structures, relational databases, web services, XML files for data source and storage
  • OS Knowledge: iOS, OSX, Android OS's, Windows server, Windows 7
  • Minimum 6 - 12 months experience developing, releasing, and maintaining native C#/Java Applications preferred
16

Client Technical Support Rep Resume Examples & Samples

  • Minimum 1 year of customer service experience; preferably call center environment
  • Financial Services experience a plus, but not required
  • Intermediate proficiency with PC/Windows related software (MS Office) required
  • High ability to multi task and manage multiple products on multiple systems
  • Ability to interface with all levels associates and managers for both internal and external customers
  • Must be able to work in a fast-paced environment, with daily processing efficiency requirements
  • An understanding online banking and/or basic helpdesk knowledge very helpful
  • Ability to work effectively with minor supervision
  • Experience delivering customer service to both a B2B and B2C customers ideal
  • Experience in a banking or financial services environment a plus, but not required
  • Bilingual (Spanish/English) speaking skills a plus
17

Client Technical Support Rep, Associate Resume Examples & Samples

  • Connect to the support line on previously scheduled shifts and keep him/her-self available for a specific amount of hours on a daily basis. React to queue emergencies when being off his/her shift
  • Log 100% of calls received in available ticketing tool. Information within the case will be determined by each of the departments and it is usually based on best practices
  • Escalate cases that he/she was unable to resolve. Escalation can go to a product specialist, a technical lead or in some cases to a product/service manager
  • Currently enrolled in Computer Science, Management Information Systems, Finance or Business Bachelor's Degree Program
  • Proficiency with MS Office Suite
  • Advanced English Level B2
  • Cognos reporting tool
18

Client Technical Support Rep, Associate Resume Examples & Samples

  • 1+ years of experience in a customer service, technical support or account management role
  • Good level knowledge in operating systems such: Windows Server
  • Knowledge in database management and support (DB2 or MS SQL Server)
  • Knowledge of SQL Statements as a data management, analysis and reporting tools
  • Experience in similar positions for Application/database support is highly desired
  • Knowledge of application servers (WebLogic or WebSphere)
  • Advanced level of English
  • Experience in banking, financial services, and/or software industries desired
  • Experience with matrix management of cross-functional processes and teams Banking industry knowledge
  • Good knowledge of Data Warehousing is desirable
  • Experience or Knowledge in server monitoring
19

Client Technical Support Rep Card Services Resume Examples & Samples

  • Answer incoming calls and inquiries from customers, sales and account management to resolve customer questions and concerns
  • Provide accurate information and quality customer service
  • Previous experience in a financial institution required. Prefer a focus with debit or credit cards (i.e. client support, production, chargebacks, adjustments, etc.), ATMs, or network balancing
  • Prior call center customer service experience required
  • Excellent customer service and active listening skills
20

Client Technical Support Rep, Tech Lead Resume Examples & Samples

  • Associate or Bachelor’s degree (or equivalent work experience)
  • Willingness to work in a team environment
  • Ability to Research/Resolve client inquiries using existing company resources
  • Promote and maintain positive client relations
  • Provide general application support and troubleshooting for issues such as: application and configuration, file transfer, customer payment and reconciliation
  • Create and maintain Service Operations knowledgebase of solutions. Collaborate extensively with peers to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of the team and the information available to our clients
  • Assist knowledge transition from Development and Implementation teams on application-specific areas covering functional, technical, work process and environment
  • Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level
  • Participates in training programs to continuously improve product knowledge and service skills
  • Self-starter with sense of urgency
21

Client Technical Support Rep-online Banking Resume Examples & Samples

  • Respond to customer inquiries received via telephone, email or correspondence
  • Handle moderately complex issues analyzing and resolving problems for customers by determining and explaining the best solution for the problem
  • Escalate issues to management and/or clients following defined procedures
  • Maintain client customer service and satisfaction standards in all customer contacts
  • Support application testing efforts
  • Provide application support as needed
  • Education -Bachelor's degree in Business Administration or related discipline, or equivalent experience
  • 2-3 years experience required within the financial services industry is required
  • Experience working with Corporate Online banking application
  • Ability to anticipate areas of difficulty and/or questions and quickly adapt training to meet the needs of clients
  • Ability to effectively communicate technical information in non-technical terms *
  • Analytical and troubleshooting skills - Experience diagnosing problems with software products (preferred)
  • Advanced knowledge of Training Tools and Microsoft Office products – Word, Excel, PowerPoint
  • Experience in banking, financial services, and/or software industries
  • Must be able to make decisions and solve problems that are general in nature and for which there are precedents
  • Strong organizational and interpersonal skills with good follow-up skills and attention to detail
  • Ability to analyze and solve complex problems
  • Works well in an environment with firm deadlines and high volume; results oriented
  • Ability to multi-task and adjust schedules to meet deadlines in a fast-paced environment
  • Weekend and off hours work and availability is required
  • Minimal
22

Client Technical Support Rep Resume Examples & Samples

  • Respond to customer inquiries received via telephone, email, web chat or correspondence
  • Use online knowledge help systems to conduct research and answer questions
  • Document actions taken in various systems required for each program
  • Perform data entry as assigned Maintain client customer service and satisfaction standards in all customer contacts
  • Minimum 1 year of customer service experience; preferably in a call center environment