Customer Service Representative

Customer Service Representative - Night Shift

Remote


Who We Are:


Base8 provides technology and business consulting services to companies throughout the US and Canada under the XOverture, Cure8, and Forte brands. We like to work with businesses that are serious about scaling, risk management, and developing mature processes – ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner.


Who You Are:


This position will be a Remote role and you will be working closely with the team in the United States through video chat, instant messaging, e-mail, phone, and through our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company that is expanding rapidly and we are seeking team members who will share our vision for the future and work collaboratively in order to accomplish Base8's goals. We pride ourselves on providing superior service to our clients, which includes having attention to detail, following the processes in place, and being able to adapt to a variety of situations.


Primary responsibilities:


Answer clients' incoming calls and respond to their emails.
Ask questions to determine the nature of the problem. Probe and gather the required relevant information.
Create, categorize, document, and assign the ticket to appropriate technicians or teams.
Resolve basic technical issues related to account passwords, computer O/S or applications, printers, etc
Follow up with the clients to confirm the resolution of the issue.

Mandatory Skills:


Excellent communication skills (at least 2 years of on-call experience with US clients).
Expert in Ticketing system for the help desk. (at least 2 years of ticket handling experience on any ticket management software preferably ConnectWise)
Ability to quickly learn and adapt to the Company’s Service Desk process workflow.
Experience as a Service Desk Analyst in a Service Desk environment.
Solid understanding of contractual goals and Service Level Agreements (SLAs)
Active Directory, Outlook troubleshooting, Network troubleshooting, Windows Troubleshooting