Contract: 12-18 month

Location: Redmond, WA

Schedule: 40 hrs/week, Mon-Fri (starting 8/9 am each day)

We are hiring a customer service representative for a major and growing service within our large tech client in Redmond. In this role, you will primarily be responsible for providing support to the customers (internal and external) on issues related to registration, reporting, and billing issues our stakeholders face.

You will be responsible for troubleshooting, analyzing, escalating, documenting and communicating to the various stakeholder communities as appropriate for each service request or task that you handle in our queue. Occasionally your responsibility will include documenting a bug to the Engineering teams and participating in the meetings to drive issues and bugs to resolution


Responsibilities include:

    · Taking on an appropriate case load of issues while maintaining those issues at high levels of satisfaction

    · Communicating with customers and stakeholders in a clear and professional manner

    · Documenting Bugs/Issues and representing those in meetings with the team and engineering

    · Identify Gaps and Drive Process Improvement in the Support Process and documenting changes when old process documentation is out of date


    Keywords provides a competitive compensation package, good benefits and a casual, fun, productive and supportive working environment. We empower people to perform to the best of their ability with our “can do” attitude. We appreciate and embrace flexibility and learn at every opportunity to grow ourselves through experience, training and tackling new challenges. This is what makes us Keywordians.

Requirements

  • Previous experience working with case handling tool, handling backlog of issues (30 – 40 cases per day) and closing 4-6 cases per day (3-5 years)
  • Extensive experience dealing with customers in complex scenarios
  • Operational (EMAIL) customer service experience (not call center) – 3+ years
  • Experience with cloud technologies highly preferable
  • Nice to Haves:
    • Degree/Certification is preferred
    • Deep technical knowledge (AWS or Azure) is nice, but not needed

Benefits

At KeyWords we provide all our contingent workforce with

  • Paid Time Off (16 days including sick days and holidays)
  • 401k (3 per cent matching)
  • Medical, Dental and Vision benefits
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