Customer Support Process Analyst
Company: Collabera
Location: Las Colinas, TX
Posted on: May 17, 2013
Job Description:
Customer Support Process Analyst Las Colinas, TX Duration: 12+ months Job Description/ Responsibilities/ Day to Day Activities No. of Positions: 09 Details of the position • The role is expected to follow a well-defined workflow of an
internal process to categorize the health of support cases. The
position is expected to know the service level agreement and
processes of the case wellness service and follow them closely to
correctly review support cases. If a unique situation is identified
when delivering the service, he/she should escalate it to the
service owners in the Premier Service Center for further guidance.
This role will require minimum computer skills to be able to run
repetitive processes using internal tools. The role is not customer
facing and is focused on internal processes within team. Key Initiatives for This Role: • Proactively identify potential customer dissatisfaction • Work with a team to strengthen core processes Competencies: • Attention to detail • Ability to follow instructions • Basic computer knowledge • Ability to identify unique circumstances • Accountable and Proactive in reviewing cases and identifying
problems • Effective and clear communication • Keen to learn Previous Experience: • Any previous experience in a call center, service/support
desk, call routing, or dealing with customers preferred • Process oriented critical thinking • Customer service and/or quality assurance experience • Technical troubleshooting experience preferred Required Skills: • Ability to identify process improvement opportunities a
plus • Time management • Good communication skills • Team collaboration • Basic computer knowledge • Critical thinking skills • Self-directed learner For Further information regarding the job or to apply please
contact Aakash Shah at 425-214-5206 or email
aakash.shah@collabera.com http://www.collabera.com
Keywords: Collabera, Seattle , Customer Support Process Analyst, Computer , Las Colinas, TX, Washington
