Associate Customer Support

Posted:
10/15/2024, 5:00:00 PM

Location(s):
California, United States ⋅ San Jose, California, United States

Experience Level(s):
Mid Level ⋅ Senior

Field(s):
Customer Success & Support

Workplace Type:
Hybrid

Job Description:

At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace.

Our DXC Insurance BPaaS and BPO services help our customers optimize and transform operations, lower costs, increase agility and open new channels for growth. Our people, technology and best practices improve and automate highly complex business processes across front, middle and back offices — while facilitating customer experience transformation.

Job Description

Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems. Non-technical teams provide support to internal and external customers and resellers via incoming customer contacts to the company Customer Solutions Center through telephony or e-support methods.

Responsibilities:

Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.
Monitor the service event through completion for compliance.
Manage the service requests of customers through different access channels.
Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis.
Participates/leads in projects for process or quality improvements.
Works with escalated customers and recommends actions in post incident reviews.
Manages multiple tasks or cases simultaneously with minimal supervision May act as a mentor or trainer in the team.

Education and Experience Required:
High school education or equivalent. Typically requires 3- 5 years general experience, or equivalent combination of experience and college level education.

Knowledge and Skills:

Superior communication skills both written and verbal
Experience in customer facing role either remote or face to face
Understands internal processes and tools
Computer proficiency
Problem solving skills
Accuracy in data entry
Excellent fluency in language to be supported.
Experience in a phone based remote role
Familiarity with computer technology
Time management skills
Oversee compliance with operating procedures and standards
Experience in call routing and processes as well as case logging systems and obligation systems
Strong understanding of internal processes, tools and usage of such tools in managing daily tasks
Ability to mentor and train new agents

Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team — globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity and inclusion and are dedicated to strong ethics and corporate citizenship.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

iOSCM

Website: https://ioscm.com/

Headquarter Location: Newcastle Upon Tyne, Newcastle upon Tyne, United Kingdom

Year Founded: 2012

Industries: E-Learning ⋅ Education ⋅ Logistics ⋅ Procurement ⋅ Supply Chain Management ⋅ Warehousing

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Job Description

Responsibilities:

Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.

Monitor the service event through completion for compliance.

Manage the service requests of customers through different access channels.

Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis.

Participates/leads in projects for process or quality improvements.

Works with escalated customers and recommends actions in post incident reviews.

Manages multiple tasks or cases simultaneously with minimal supervision May act as a mentor or trainer in the team.

Education and Experience Required: High school education or equivalent. Typically requires 3- 5 years general experience, or equivalent combination of experience and college level education.

Knowledge and Skills:

Superior communication skills both written and verbal

Experience in customer facing role either remote or face to face

Understands internal processes and tools

Computer proficiency

Problem solving skills

Accuracy in data entry

Excellent fluency in language to be supported.

Experience in a phone based remote role

Familiarity with computer technology

Time management skills

Oversee compliance with operating procedures and standards

Experience in call routing and processes as well as case logging systems and obligation systems

Strong understanding of internal processes, tools and usage of such tools in managing daily tasks

Ability to mentor and train new agents