Responsibilities
- Represent Pinkerton's core values of integrity, vigilance, and excellence.
- Respond to customer queries in a timely and accurate way via Salesforce tickets, chat, email.
- Analyze and report product malfunctions by testing different scenarios.
- Monitor customer complaints on different channels in the slack and reach out to provide assistance quickly.
- Share suggestions and effective workarounds with team members.
- Follow up with customers to ensure their technical issues are resolved.
- Engage in continuous improvement including but not limited to processes, technology, team, customer service, methodologies, and capabilities.
- Work with other departments like frontline teams to assign the tickets on the exceptions.
- Manage and address client escalations with a call first mentality, someone not afraid to pick up the phone to resolve issues quickly.
- Include in the multiple projects under support admin team and drive them efficiently.
- Should be able to adapt working on the tickets related to training process along with No support customer queries.
- Ensure adherence within the established KPIs.
- Contribution for process improvements/automation to bring efficiency and identifying the roadblocks/concerns customers are facing and report to Manager by providing solutions to fixand further enhancements.
- All other duties, as assigned.
Qualifications
Graduate with three to five years of customer support experience.
- Familiarity on learning paths, courses, registration, ticketing tools is a plus
- Serve as a collaborativeteam player
- Develop and maintain effective relationships with other departments and leaders .
- Exemplify workplace and business ethics.
- Effectively manage projects to meet deadlines and achieve results.
- Verbal and written business communication skills.
- Able to work independentlywith little supervision.
- Problem resolution skills.
- Active listening skills.
- Able to manage escalations and the prioritization of issues.
- Computer skills; Microsoft Office and PowerPoint,Salesforce, Slack, and Teams.
