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CUSTOMER SERVICE REPRESENTATIVE Calabrio
POSITION SUMMARY The customer service representative is the point of contact for support request
coming to the support center. They will have the ability to create assign and
triage case for the Level 1-5 engineers.
CORE EXPECTATIONS
? Perform complete, accurate, and timely entry of information into CRM for all cases
worked on
? Consistently logged into Calabrio?s ACD while on shift or scheduled for calls
? Responsible for maintaining our service level agreement for the first contact
with the customers
? Provide customer with appropriate ticket #
? Gather required information from the customer
? Responsible to enter and maintain data in the Calabrio ticketing system
? Provide customer with status updates and ongoing communication
? Escalate complex issues to the appropriate engineers
? Follow established escalation procedures
? Follow all communication policies and CRM workflows
? Responsible to collect data and create reports from our ticketing system
? Run reports weekly and monthly support statistics
? Other job functions and responsibilities will be defined by your direct
supervisor/manager
CORE COMPETENCIES
? Good project planning skills
? Good troubleshooting and creative problem solving skills for design, creation and
testing software
? Good verbal, written and interpersonal communication skills to interact with team
members, senior support personnel, high level personnel and customers
? Ability to work independently and as part of a team
? Must possess attention to details and sense of urgency
? Basic knowledge of proper IT network experience
? Basic knowledge of software engineering
? Other core competencies will be defined by your direct supervisor/manager
WORKING RELATIONSHIPS
? Report to a manager or higher
CUSTOMER SERVICE REPRESENTATIVE 2 P a g e
Calabrio, Inc.
Proprietary and Confidential
? Work closely with peer engineers, group leads and other employees and
departments in the company
EXPERIENCE/EDUCATION
? A 2 year degree in IT or Computer Science
? 1+ years in customer service and/or in a call service environment
BENEFITS
We value our employees? time and efforts. Our commitment to your success is enhanced by our
competitive compensation and extensive benefits package including paid time off, medical,
dental, vision and 401k benefits and future growth opportunities within the company. Plus, we
work to maintain the best possible environment for our employees, where people can learn and
grow with the company. We strive to provide a collaborative, creative environment where each
person feels encouraged to contribute to our processes, decisions, planning and culture. To
learn more about our company please visit: www.calabrio.com.
| Location: | 605 Highway 169 North Minneapolis, MN 55441 United States |
|---|
Calabrio
Investors: Split Rock PartnersAll Jobs: at Calabrio
| Web Site: | www.calabrio.com |
|---|---|
| Headquarters: | 605 Highway 169 North Minneapolis, MN 55441 United States |
| Industry: | Software |
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