|Chat Support Specialist|
Chat Support Specialist
Company : Crowe
Salary : Details not provided
Location : Uttar Pradesh
Your Journey at Crowe Starts Here:
At Crowe, you have the opportunity to deliver innovative solutions to today’s complex business issues. Crowe’s accounting, consulting, and technology personnel are widely recognized for their in-depth expertise and understanding of sophisticated process frameworks and enabling technologies, along with their commitment to delivering measurable results that help clients build business value. Our focus on emerging technology solutions along with our commitment to internal career growth and exceptional client value has resulted in a firm that is routinely recognized as a “Best Place to Work.” We are 75 years strong and still growing. Come grow with us!
Provide professional and skilled technical services and support to internal clients. Interact daily with clients through a chat support interface. Document customer interactions within the firm’s incident tracking system and escalation incidents when appropriate.
Accountable for meeting established service level agreements and maintaining the appropriate level of communication with the client and other IT staff.
Provide first level support of all inbound chats.
Accurate logging, ticketing and tracking of all chats.
Provide accurate, timely and professional resolution on all supported level one issues.
Utilize Knowledgebase articles to provide support.
Accurate escalation of tickets per department procedures.
Efficient and accurate resolution on all assigned tickets.
Timely and accurate completion of all assigned duties.
Assist with other assigned tasks within the department.
Other duties as assigned by Technical Support Engineer Lead or Technical Support Leader
Ability to set expectations related to customer service
Excellent Customer service skills.
Fundamental knowledge of software and hardware technologies
Strong technical, analytical, communication and customer service skills.
Bachelor's degree in Computer Science, MIS, Information Systems or engineering fields, or equivalent experience
2-5 years of Customer service training/experience
Industry certification a plus (i.e. HDI, Microsoft)
Travel required to perform job duties (approximate percentage)
As required, work after-hours and during maintenance periods
Ability to work in a global environment
Ability to quickly triage incidents and prioritize work
Key Positions With Which This Position Interfaces:
All levels of firm personnel with incidents
Client Service Support Specialists
CSS – Technical Support Leader
CSS – Technical Support Team Member
CSS – IT Operation Services Lead India
Technical Support Engineer Leader
Members from other internal IT group to escalate tickets
ABOUT THE TEAM:
Information Services (IS): Information Services manages the firm's infrastructure design and security, project management office, architecture, enterprise application services, client service and infrastructure and administration.
At Crowe, we know that great people are what makes a great firm. We value our people and offer employees a comprehensive benefits package. Learn more about what working at Crowe can mean for you!
How You Can Grow:
We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations. Learn more about where talent can prosper!
More about Crowe:
Crowe (www.crowe.com) is one of the largest public accounting, consulting and technology firms in the United States. Crowe uses its deep industry expertise to provide audit services to public and private entities while also helping clients reach their goals with tax, advisory, risk and performance services. Crowe is recognized by many organizations as one of the country's best places to work. Crowe serves clients worldwide as an independent member of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent accounting and advisory services firms in more than 130 countries around the world.