Customer Support Administrator

Responsibilities

• Represent Pinkerton's core values of integrity, vigilance, and excellence.
• Respond to customer queries in a timely and accurate way via Salesforce tickets, chat, email.
• Analyze and report product malfunctions by testing different scenarios.
• Monitor customer complaints on different channels in the slack and reach out to provide assistance quickly.
• Share suggestions and effective workarounds with team members.
• Follow up with customers to ensure their technical issues are resolved.
• Engage in continuous improvement including but not limited to processes, technology, team, customer service, methodologies, and capabilities.
• Work with other departments like frontline teams to assign the tickets on the exceptions.
• Manage and address client escalations with a call first mentality, someone not afraid to pick up the phone to resolve issues quickly.
• Include in the multiple projects under support admin team and drive them efficiently.
• Should be able to adapt working on the tickets related to training process along with No support customer queries.
• Ensure adherence within the established KPIs.
• Contribution for process improvements/automation to bring efficiency and identifying the roadblocks/concerns customers are facing and report to Manager by providing solutions to fix and further enhancements.
• All other duties, as assigned.

Qualifications

Graduate with three to five years of customer support experience.

• Familiarity on learning paths, courses, registration, ticketing tools is a plus
• Serve as a collaborative team player
• Develop and maintain effective relationships with other departments and leaders .
• Exemplify workplace and business ethics.
• Effectively manage projects to meet deadlines and achieve results.
• Verbal and written business communication skills.
• Able to work independently with little supervision.
• Problem resolution skills.
• Active listening skills.
• Able to manage escalations and the prioritization of issues.
• Computer skills; Microsoft Office and PowerPoint, Salesforce, Slack, and Teams.