COMPUGAIN Customer Service Technician- REMOTE Salary in the United States

“As per our client need we are unable to work on Corp to Corp for this position, please apply only if you are eligible to work on CompuGain W2”

Customer Service Technician- REMOTE
6 Months Contract
Reston, VA 20190 (client location)

Summary:
Client is seeking a Customer Service Technician to support the IT Asset Management Operations team handle a larger than expected volume of tickets related to IT Hardware attestation that was rolled out in 2020. The queue currently has a backlog of over 400 tickets that need to be worked to resolution.
This role is responsible for processing technical customer tickets and providing information about the customer's hardware asset record.
Responsibilities also include keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken within the ServiceNow tool.
Act to make the appropriate changes to the customer's hardware asset record to resolve customers' problems.
Refer unresolved customer grievances to designated departments for further investigation.
Provide the customer with direction, if the scope of the grievance cannot be resolved by IT Asset Management.

SCOPE:
Answer and process incoming technical customer tickets related to IT asset management in a positive and professional manner.
Assist customers inquiries to resolution, ensuring customer satisfaction. Raising any uncommon grievances or issues to management immediately.

Education Requirement:
High school education or equivalent and 5+ years of related experience. Prefer technical/professional certifications.

Required Skills:

• Customer service-oriented attention to detail, and technical aptitude.
• Works on problems of moderate scope where analysis of situations or data requires a review of various factors.
• Exercises judgment within defined procedures and practices to determine appropriate action.
• Follows standard practices and procedures in analysing situations or data from which answers can be readily obtained.
• Excellent written and verbal communication skills.

Desired Skills:

• Experience working in customer services, IT Help Desk, and ServiceNow experience is preferred.

Thank You,
Prohit Pabbathis
US Professional Services
CompuGain 703-454-0340 (Cell) | prohit.pabbathis@compugain.com