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IT Customer Service Specialist

Boca Raton , Florida
Job ID: 3299

IT Customer Service Specialist
Bilingual (English/Spanish) 
Boca Raton, FL 
Full TIme/Perm 
$50K – $55K

We are searching for someone who will join a global customer support team who is dedicated to a high customer satisfaction experience through a group of experts handling of worldwide customer inquiries.

Responsibilities: 

  • Response to customer inquiries across communication channel (emails and phone).
  • Ensure escalated inquiries have been resolved and that the customer is satisfied with the outcome.
  • Meet pre-defined SLA’s ensuring the customer’s request has been fully resolved to their satisfaction
  • Analyses and investigate the details of the customer’s inquiry and does the necessary research to respond accurately and completely while maintaining the company's Processes and Policy.
  • Redirect customer inquiries to the appropriate department, member staff or manager if unable to resolve and keeps customer informed of the progress.
  • Identifies the root cause of customer issues and takes actions to prevent future contacts.
  • Handles complicated customer issues with patience and perseverance. 

Experience / Skills:

  • Over 5 years’ experience as Customer Support specialist in a IT service company.
  • Programming language for querying, manipulating and managing databasesSQL
  • Strong critical thinking and troubleshooting skills. Capable of approaching problems logically and rationally to ensure an effective resolution is met.
  • Writes and communicates clearing and effectively when responding to a customer request with a keen focus on customer satisfaction.
  • Adapts and learns new technology quickly and easily, including new applications and tools.
  • Curious and passionate about learning new skills and subjects.
  • Displays a service/support-oriented attitude to ultimate customers.
  • Customer satisfaction oriented.
  • English (Fluent), Spanish (Native/fluent)

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