Job Description :
Role description: Senior Customer Care Specialist
Requested Days: 10+ Months
Role Location: Dallas, Texas, United States
Senior Customer Care Specialist
1. Bachelor’s degree or equivalent with two (2) years of experience in information technology including experience or training in a Customer Care Center (Service or IT Help Desk) or desktop support environment.
2. Current relevant experience with remote desktop tools and standard desktop applications.
3. Must possess high level knowledge of desktop systems and standard desktop applications such as but not limited to Microsoft® Outlook, Word, Excel, Access, and PowerPoint.
4. Must have a high level understanding of Active Directory and MS Exchange.
5. Must have the ability to gather requirements, analyze systems, develop solutions, test and document changes working in collaboration with other team members in a team environment.
6. Must have the ability to gather, understand and translate business requirements into system.
7. Must have strong interpersonal skills with the ability to easily and effectively interact with technical, non-technical, support, and business staff at all levels.
8. Ability to resolve requests or incident tickets from customers and provide support by telephone or remote connections to troubleshoot and fix customer department end-user problems.
9. Ability to analyze and resolve complex application and data problems.
10. Ability to communicate clearly with customers by telephone, voice messages, or e-mail to obtain requirements to fully document requests and incidents for input into the approved workflow tracking system.