Customer Care Technical Support
Responsible for providing first-level service to all customers. This includes documenting and resolving Customer Care Cases for each software application and piece of hardware equipment, taking primary ownership of proper Case routing, first level escalation initiation, and Administrative tasks such as emails, faxes, voice mails, and setup of new Accounts. It requires a high degree of accuracy, efficiency, and multi-tasking.
Responsible for answering, logging and routing of all Customer Care calls as offered in various forms (phone, email, and voicemail). Response Time Service Level Objects required.
Responsible for the updating, closing, and adding repair duration where applicable for hardware and software Cases through SalesForce Service Console and with external vendors.
Performs first call technical resolutions via the technical understanding of solutions as gained through documentation, classes, SELF, and shadowing associates on application teams to increase knowledge of products.
Ability to multi-task Performing Call Center administrative tasks associated with the handling of electronic faxes, processing of the Professional Services to Customer Care Transitions, Scanner setups, T&M, Hot Fixes, Scanner Swaps, GARDA resets and user creation and routing of ASP setup workflows. Response Time Service Level Objects may apply.
Other duties may include but are not limited to the creation of research documents to be used in SalesForce Service Console and assisting other Call Center Associates in their duties as needed on a per day basis.
Education and Experience: Basic computer skills.
Education: High School/GED
+ 1 year of customer service or computer industry experience
Banking industry background. Knowledgeable in the use of SalesForce Service Console. Completed personal qualification standards training in customer service.
Deluxe Corporation is an Equal Opportunity / Affirmative Action employer:
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Department: Call Center
Time Type: Full time
Shift Type: First Shift (United States of America)
Work Status: Permanent
Company NameWausau Financial Systems Inc
Deluxe is a trusted, technology-enabled solutions provider for enterprises, small businesses and financial institutions offering a range of solutions to help customers manage and grow their businesses. Approximately 4.8 million small business customers access Deluxe's wide range of products and services, including incorporation services, logo design, website development and hosting, email marketing, social media, search engine optimization, and payroll services along with customized checks and forms. For our approximately 4,600 financial institution customers, Deluxe offers industry-leading programs in data analytics, customer acquisition and treasury management solutions, fraud prevention and profitability solutions, as well as checks. Deluxe is also a leading provider of checks and accessories sold directly to consumers.