KAYGEN is an emerging leader in providing top talent for technology-based staffing services. We specialize in providing high-volume contingent staffing, direct hire staffing and project-based solutions to companies worldwide ranging from startups to Fortune 500 and Managed Service Providers (MSP) across a wide variety of industries.
- Manages inbound inquiries on behalf of client, acting as an extension of our client
- Acts confidently in their role with little reliance on additional support
- Acts in a professional and appropriate manner while assisting with a resolution/answer to the issue
- Actively and accurately participates in new hire training support (i.e. chat, side by sides, etc.)
- Builds product and process knowledge to effectively interact with customers, within business guidelines
- Identify customers' needs, research client systems, utilize tools to interpret and analyze data
- Complex use of multiple systems in order to service customer inquiries (can be up to 10 systems)
- Ability to handle challenging customers effectively
- Provides accurate solutions and guidance, and uses the opportunity to educate customers where appropriate
- Builds trust in customer relationships through solving issues quickly and efficiently and by providing extra value, when appropriate
- Actively and accurately document discussions of inquiries and leverage internal tools for next-level resolution needs.
- Consistently meets or exceeds inquiry response times, some may be required by client contractual service levels
- May assist with escalated issues per business guidelines
- Meet personal/team production metrics and quality targets
- Must adhere to strict schedule and meet attendance guidelines
JOB QUALIFICATIONS - High school diploma, GED or equivalent is required; bachelor's degree preferred
- 3+ years previous experience in a customer support role required
- Tax/banking/mortgage/real estate Industry experience required
- Passion for service excellence
- Strong written and verbal communication skills along with excellent customer service and active listening skills
- Strong problem-solving, critical thinking and analytical skills while remaining flexible when adapting to change
- Strong computer skills to retrieve, query, update systems using multiple screens simultaneously
- Organization and time management skills to operate effectively in a fast paced, high-volume environment.
- Typing ability of 35wpm+
- Demonstrated knowledge of and experience with Microsoft
- Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail
- Ability to identify customer issues and identify appropriate tasks
- Must successfully adhere to schedule, attendance and required deliverables/deadlines.
- Demonstrates patience and empathy and have the ability to work collaboratively with others
t KAYGEN, we are always looking for dynamic, talented and experienced individuals. We invite you to join our team of talented IT professionals, consulting at client locations across the globe. Our culture is team-orientated; we strive to stand by our core values of respect, honesty and integrity. Our team of experienced staffing experts will work with you to find you the best opportunity. For more information, please visit us at .
Benefits:
- Free Healthcare Insurance
- Vision and Dental Insurance
- 401(k) Retirement Plan
- Free Life Insurance
- Sick Time Off
chieve your Kaizen by clicking here. A unique and exclusive talent community supported by Kaygen, that includes programs like:
- Mentorship Program
- Referrals
- Family and Wellness benefits
- Continuous Growth and Career Development