Customer Care Agent

Job Summary

Providing first-level service to customers, the full-time Customer Care Agent will manage customer inquiries via phone, email, and voicemail, while documenting and resolving cases using SalesForce Service Console in a remote environment.

Key responsibilities

• Answer, log, and route all Customer Care calls while meeting response time service level objectives
• Update, close, and manage repair durations for hardware and software cases through SalesForce Service Console
• Perform first call technical resolutions by utilizing product knowledge gained through training and shadowing associates

Required qualifications

• High School diploma or GED
• At least 1 year of customer service or computer industry experience
• Familiarity with SalesForce Service Console
• Completion of personal qualification standards training in customer service
• Must be 18 years of age or older