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Customer Care Support Analyst, Client Services (Night Shift)



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1-2 Years
a month ago
38 Viewed
2 Applied

Job Description


A career path responsible for receiving and resolving phone and email inquiries from customers. Includes basic inquires associated with customer access and entitlement, general product questions, basic billing and invoicing, some order placement. Primarily, work is done from office. Responsible for escalating to Tier 2 customer care or other teams as necessary.

General Job Duties:

Resolve basic customer phone and email inquiries

Gathers information and escalates to Tier 2 or other teams as necessary

Utilize Customer Care and Accuris systems to open, manage and resolve inquiries

Specific Job Duties:

Works under general supervision within a team

Requires limited independent decision making

Follows clearly defined and practices

Handles most basic internal/external queries across a range of products

May have more detailed knowledge of one or more product disciplines

Broad knowledge of internal customer facing processes

Required Education:

Completion of secondary/ high school or equivalent

Required Experience:

1-2 years of customer care experience

Other Skills:

Experience in a support desk environment or an inbound/outbound high volume call center is an asset

Demonstrated problem solving skills

Organized and detail oriented, with the ability to multi-task in a fast paced environment

Ability to communicate both in verbal and written form

Experience with web navigation and proficient skills in Microsoft Office

Previous experience using WebEx software and customer relationship management tools is and an asset

Previous experience in a technical customer care environment preferred

Physical Requirements:

Ability to physically perform general office requirement.

Must be able to perform essential responsibilities with or without reasonable accommodations

Company Statement:

Accuris delivers essential intelligence that powers decision making. We provide the world's leading organizations with the right data, connected technologies and expertise they need to move ahead. We think differently, combining the knowledge and resources of an established company with the unapologetic boldness of a startup.

Our mission: Build an evolvable knowledge and data platform that enables STEM professionals to unlock and deliver innovation to the world's most complex problems.

Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.


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Last Updated: 20-06-2024 10:36:09 AM
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