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Customer Service Representative
CA
Burbank
Permanent
JN -112020-3441

 

A person in this role will provide quick and accurate answers to client questions and issues that may arise when they use our applications.

The ideal candidate is able to quickly understand client concerns, identify solutions, and relay those solutions clearly to the client while documenting the interaction with quality detail.

RESPONSIBILITIES AND DUTIES

  1. Provide frontline support for our applications
    1. Respond to customer issues via phone or email
    2. Diagnose issues and provide solutions in a timely manner
    3. Escalate unresolved issues to the appropriate person or group
  2. Manage help desk tickets in a timely manner
    1. Document all client interactions in the help desk system
    2. Categorize tickets as advised
    3. Maintain statuses and other categorizations to match real-time as closely as possible
  3. Document and process and then direct client feedback to the appropriate person or group
    1. If possible, elicit feedback from the client and record responses in the ticketing system. If explicit feedback is not possible, interpret feedback based on client interaction
    2. When appropriate, advise the appropriate person or group of any noteworthy items revealed in client feedback
  4. When requested, test our applications to confirm that changes meet customer expectations

QUALIFICATIONS AND ABILITIES 

Requirements

Customer-focused
High school diploma
Excellent multitasking ability
Excellent verbal communication skills
Excellent documentation skills
Detail-oriented
Available to work overtime
Good working knowledge of Microsoft Office
 

Pluses

Experience in one or more of the areas serviced by us, including: film/television production, accounting, and payroll
Experience in a help desk environment
Experience using a help desk system
Experience using a CRM tool