GenPop Technical Support Agent- Level 1 e4e, Inc.

Job descritpion:

GenPop Level 1 Technical Support Agent answers inbound phone calls, email, and web chat interactions from end users for a variety of product lines. This involves extensive troubleshooting, researching solutions in a knowledge base, and providing resolutions to Level 1 technical and service problems. The Agent is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis.

Job duties / responsibilities:

Answer inbound calls, emails, and web chats and assess customer's technical support need and handle/route accordingly, using documented procedures and available tools
Escalate issues to Level 2 appropriately
Log customer calls appropriately
Remain knowledgeable of performance requirements, product line and service offerings
Maintain awareness of and compliance with all e4e personnel policies
Achieve specified performance goals


Skills required:
Hire To:

High school diploma or equivalent, technical training or experience preferred
Ability to type 30 WPM
Familiarity with most common Internet browsers
Customer Service skills
Excellent oral and written communication skills

Ability to verbally communicate clearly and succinctly
Ability to compose a grammatically correct, concise, and accurate paragraph
Ability to communicate technical issues clearly based on the end user's skill level

Aptitude to listen to caller's description of problem; interpret, summarize and document interaction
Ability to express technical information in customer focused terms
Strong interpersonal skills, ability to establish and maintain effective working relationships
Ability to handle stressful situations and bond professionally with irate customers
Time management and schedule adherence skills
Working knowledge of installing/troubleshooting computer hardware, software and peripherals
Ability to use either Macintosh or Windows OS desktop computer systems and basic office applications, and navigate between applications



Train To:

Ability to control call direction and duration to successfully resolve issues with all customers, including irate customers
Awareness of and compliance with all e4e personnel and office policies
Knowledge of Solomon and related schedule adherence policies
Ability to perform all required processes on phone systems (logging in, using correct codes, Apropos, Vantive, Solomon, etc.)
Ability to interpret internal performance reports and understand how agent's own performance is measured
Knowledge of all relevant client performance metrics
Knowledge of all relevant performance metrics and required procedures
Ability to create, interpret and analyze internal performance reports and client reports
Organizational skills
Ability to complete multiple tasks in a fast-paced environment
Knowledge of Macintosh operating systems
Knowledge of supported products

Location:	Hunt Valley, MD United States