Customer Support Specialist

Akkodis is seeking a Customer Support Specialist – Boise, ID, for a 24-month Contract with a client in Boise, ID. Ideally, I am looking for applicants with solid experience who are responsible for validating customer entitlement and log cases for the purpose of routing or dispatching an end-user to the proper resources.

Rate Range: $15.00 - $17.00 P/HR.; The rate may be negotiable based on experience, education, geographic location, and other factors.

Role And Responsibilities:

Required Skills:

• Applies extensive knowledge the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways.
• Comprehensive understanding of the general/technical aspects of the job.
• Works on assignments that are complex in nature and require considerable judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions.
• Work is completed with minimal supervision and assignments may be completed without established procedures.
• May determine methods and procedures for new assignments.
• Typically provides guidance to other non- exempt employees.

Responsibilities:

• Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.
• Monitor the service event through completion for compliance.
• Manage the service requests of customers through different access channels.
• Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management.
• Provide resolution and feedback based on analysis.
• Participates/leads in projects for process or quality improvements.
• Works with escalated customers and recommends actions in post incident reviews.
• Manages multiple tasks or cases simultaneously with minimal supervision May act as a mentor or trainer in the team.

Education and Experience Required:

• High school education or equivalent.
• Typically requires 3- 5 years general experience, or an equivalent combination of experience and college level education.

Knowledge and Skills:

• Superior communication skills both written and verbal.
• Experience in customer facing role, either remote or face to face.
• Understands internal processes and tools.
• Computer proficiency.
• Problem solving skills.
• Accuracy in data entry.
• Excellent fluency in language to be supported.
• Experience in a phone based remote role.
• Familiarity with computer technology.
• Time management skills.
• Oversee compliance with operating procedures and standards.
• Experience in call routing and processes as well as case logging systems and obligation systems.
• Strong understanding of internal processes, tools and usage of such tools in managing daily tasks.
• Ability to mentor and train new agents.

If you are interested in this role, then please click APPLY NOW. For other opportunities available at Akkodis, or any questions, feel free to contact me at Sujan.Sagar@akkodisgroup.com.

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy.

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

· The California Fair Chance Act

· Los Angeles City Fair Chance Ordinance

· Los Angeles County Fair Chance Ordinance for Employers

· San Francisco Fair Chance Ordinance