Customer Support Representative

Do you want more than just another job? Are you ready to team up with an organization that values your contributions? Then Hired by Matrix is the group for you!Working with some of the US premier Fortune 500 companies, we excel at connecting candidates with positive cultures and dynamic teams. We even go the extra mile with our signature Consultant Appreciation Program (CAP) to help them in their future job searches.Hired by Matrix has provided talent solutions to enhance organizations team capacities for over three decades. As a full-service search firm, we partner with companies across industries, including Financial Services, Fintech, Consumer Goods and Services, Security and Logistics, Pharmaceutical / Biotech, Technology, Automotive, Engineering, and Healthcare.At-a-Glance:Are you ready to build your career by joining a global financial institution? If so, our client is hiring a Sr. Customer Support/Account Representative (IT)!The Representative is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, and uses a knowledge base tool along with their expertise to resolve issues promptly. The Service Desk Agent is focused on providing best-in-class customer service, achieving high levels of first-call resolution, and identifying opportunities to streamline/automate the agent processes.Core Accountabilities:

• Demonstrate strong customer service skills to provide phone support, including:
  • Listening to the customer to gain an accurate understanding of the situation.
  • Being empathetic to the customer s situation and having a sense of urgency to resolve the issue.
  • Producing accurate, detailed documentation at the client, problem, and incident levels.
  • Resolving conflict.
• Responsible for high-quality end-user technical support related to enterprise software and hardware
• Assessment, triage, research, training/education, and resolution of incidents and requests regarding application software products and infrastructure components in a fast-paced 7x24x365 environment.
• Create a positive customer support experience, build rapport and trust with end users through a professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation, and communicating the status to the end user promptly.
• Identifies and works with internal end users to provide guidance, support, good communications, and customer service principles without becoming unprofessional under challenging situations.
• Provides investigation, diagnosis, resolution, and recovery for hardware/software problems.
• Installs, modifies, cleans up, runs diagnostic programs, and repairs computer hardware/ peripherals and software

• Excellent customer service skills required
• Excellent communication skills required
• Two to five years of proven, qualified related work experience in a comparable complex, high-tech, and fast-paced work environment
• Preferred work experience in a technical support role but not required
• Required Education: High school diploma or GED with relevant work experience
• Ability to diagnose the cause of problems in a complex environment and to provide practical solutions quickly
• Self-motivated and able to work on own initiative in a high-pressure environment
• Willing to work variable shifts, including evenings, weekends, and public holidays