Core Work Hours: Monday-Friday, 9:00 - 5:00 pm PST

Contract Length: 9+ months

Work Location: Remote / Work from Home

We are looking for a customer support representative to join our client's team.

They will provide quick and accurate customer call resolution and/or routing to the appropriate team or support professional within the targeted support application via phone and electronic case transfers. Responsibilities include using Clarify, Internet, and other internal resources to collect information to verify eligibility for support, summarizing the key elements of the technical problem and determining if the issue falls within defined support boundaries, efficiently resolving and closing cases and ensuring complete case documentation for all support issues and meeting defined response and quality goals and properly sets and manages customer expectations

Typical Day:

  • Customer/Seller Engagement
    • Lead with empathy and understanding, while executing effectively on the engagement requirements
    • Manage expectations and work to resolve challenges partnering with Microsoft field sellers and stakeholders
  • Structured and Organized
    • Carefully track execution against project deliverables, updating relevant stakeholders throughout
    • Be thorough and tenacious in a fast paced environment where you will be managing multiple concurrent priorities
  • Adaptable and Team Focused
    • Adaptable to cultural differences while working with customers and field sellers located in countries all across the world
    • Be a part of a large project team, acting as a team player supporting the others on the project to be successful together
  • Follow-up with customers
    • Making sure every customer is satisfied
    • Liaising through on point to another
    • White glove service

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

  • 3-5 years of relevant professional experience
  • Ability to lead and manage customer facing discussions with senior stakeholders
  • Escalation specialist background an advantage
  • Working with escalations, expectation management
  • Strong presentation and facilitation skills
  • Extemporary communication skills (both written and verbal)
  • Strong interpersonal skills; customer-centric attitude; ability to deal with cultural diversity
  • Proven team player
  • Project delivery experience
  • Basic analytical skills utilizing Excel
  • Financial processes experience an advantage
  • Some understanding of Microsoft technologies and customer engagement model an advantage
  • Able to work 100% from home utilizing Microsoft Teams
  • Empathetic but problem solving

Benefits

At KeyWords we provide all our contingent workforce with:

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