Senior Service Desk Agent

The Large Service Desk Agent's responsibilities include logging and handling all incoming calls, e-mails, and chats while providing excellent customer service for our large customers.Working directly with customers to troubleshoot and resolve their issues in a timely and efficient manner and escalating cases to other internal departments when necessary.This team player will work closely with the Tier 2 and 3 teams to obtain the best possible outcome for the customer and the company.Software tools are also provided to obtain these goals along with collaboration with other departments within the company.First contact resolution is our primary goal.ResponsibilitiesDealing with and resolving large customer queries quickly with a friendly and efficient manner, often under pressure.Identifying the need to elevate more complex queries to the relevant teams or departments.Liaising with customers directly via telephone and e-mail.Attending customer meetings when required to assist CSS and/or...