Client Technology Representative I

Qualifications

Experience & education:

·       Experience

o   1-2 years of experience in Technical Support/ Customer Service

o   Call/ email handling experience is required

o   Experience in handling travel account is a plus

·       Languages

o   Fluent in location required language(s)

·       Knowledge, skills and abilities (KSAs)

o   Skill development ability for delivery of IT support including business software applications

o   Ability to ask open-ended questions and active listening

o   Ability to perform basic troubleshooting

o   Strong customer service skills

o   Critical thinking skills

o   Ability to work in a global, multicultural environment

o   Clear communication skills, both written and verbal

Purpose of the Role

With direct supervision provides entry-level, Level 1 technical support for applications and infrastructure services for CWT clients. Troubleshoots and resolves technical issues and escalates if required. Completes a limited range of tasks and follows detailed instructions for routine work.

Main Responsibilities

·       Provides timely responses to first level technical issues via phone calls and emails

·       Manages client inquiries and accurately documents incidents via online case management tool

·       Performs troubleshooting to diagnose root cause and resolve issue quickly and effectively

·       Performs testing to ensure that solution was successful

·       Responds to client inquiries within SLA targets

·       Escalates more complex issues to 2nd level support 

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