TIER 2 CUSTOMER SERVICE REPRESENTATIVE-VACANCY AT LEVEL HOME

Job Description

As a Tier 2 DweloCare Representative, you are responsible for resolving customer issues, discovering broader system issues, and generating knowledge content as new information is discovered.

Responsibilities

• Case Management/Channel Coverage: Coordinate with your team to ensure our various support channels are properly staffed by overseeing cases and telephone calls, and ensuring there is a seamless escalation between tiers.
• Remote Servicing: Assist external customers by replacing their existing hardware remotely in a seamless manner.
• Defects and Problem Management: Collect and summarize general issues as discovered by the Support Team in the form of Problem tickets. As patterns and examples are curated, communicate that information to the R&D team in the form of Issues on the Defect Board and R&D Sync meetings.
• Agent Workflow Optimization: Seek opportunities to optimize the agent case management workflow. Identify opportunities for improvement, establish best practices that maximize efficiency, and train agents on optimal workflow.

Qualifications

• Experience working with customers directly.
• Technical knowledge and experience working with computers.
• General understanding of the IoT industry and smart devices.
• You are genuinely passionate about delivering a high-quality customer experience.
• Bilingual preferred but not required.

Location: Remote.

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