Customer Support Agent Tier 2

Customer Support Agent Tier 2
Fourth Enterprises, LLC, United States

Experience
1 Year
Salary
0 - 0
Job Type
Full Time Job
Job Shift
Morning Job
Job Category
Customer Service
Traveling
No
Career Level
Non-Managerial
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Nov 5, 2021
Last Date
Dec 5, 2021
Location(s)
Tampa, United States

Job Description

We are looking to hire a Customer Service Agent Tier 2 to join our team at Fourth! This role is ideal for someone who is very customer focused; in this position you will be the first line of contact for all issues or queries that are raised by the users. You will be responsible to provide top-level support to a variety of clients, users and guests who are using the products, solutions and platforms that are provided by the business.
What You'll be Doing. . .
  • Handle escalated support inquires, assess issues and provide solutions in a timely manner on first touch basis
  • Perform advanced troubleshooting and updating knowledge bases articles with solutions performed
  • Own individual performance metrics including first response time, customer satisfaction, and time to resolution
  • Identify technical issues, suggesting enhancements, and communicating them to the company
  • Problem solve and create solutions to meet customer requests
  • Handle full cycle tickets resolution: review ticket, investigate and resolve, provide the resolution to customer via written email communication, outbound call or chat to ensure full understanding and customer satisfaction with the provided resolution
  • Approve the referral of unresolved grievances to designated departments for further investigation
  • Review, monitor, and audit records of interactions, while recording details of inquiries, complaints, and comments, as well as actions taken
  • Work a shift pattern, potentially including weekends
What You Need to Have. . .
  • Previous customer service experience
  • Bilingual English/Spanish
  • Flexible shift availability
Our StoryIn July 2019 Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizesfrom a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite including: scheduling, time amp; attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia and UAE.
Fourth is an Equal Opportunity EmployerAll qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, color, age, national origin, military status, religion, or disability or any other legally protected status.

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