Customer Service Analyst Job Description T1

Position Overview:
The  Tier 1 Support Technician is the initial point of contact for technical support, responsible for addressing common T1 issues, managing service requests, and escalating complex problems to the Tier 2 team. This role ensures smooth day-to-day operations through effective troubleshooting and exceptional customer service.

Roles & Responsibilities:

• Confer with customers by telephone, email, chat and/or any other means established to provide information about products and services, to take /modify orders or account information, or to obtain details of complaints.
• Review product and services for proper functionality and perform basic troubleshooting if necessary. Otherwise, transfer to the next level T2.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
• Check to ensure that appropriate changes are made to resolve customers' problems.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Refer unresolved customer grievances to designated departments for further investigation.
• Complete trouble ticket forms, prepare change of address records, and issue service discontinuance orders, using computers.
• Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes, such as extreme weather conditions that could increase shipping delays.
• Solicit sale of new or additional services or products, upselling.
• Review insurance terms with the callers to determine steps to follow for a particular claim to be covered by insurance.
• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
• Recommend upgrades in products, packaging, shipping, service, or billing methods and procedures to prevent future problems or to ensure customer satisfaction.
• Comply and adhere to Spectralink and Auxis operational processes and security policies.
• Use of client management tools for ticketing, ordering, and tracking usage.
• We must attend all customer service and performance-related scheduled meetings as required.

Skills and Experience 

• English  Spanish Language (Oral and writing 90 % or higher) (C1 or above) 

• The customer service analyst will work on a flexible schedule.  

• Resources will adjust its local schedule with the resources supporting this position during Daylight Savings time changes in the Eastern Time Zone. 

• Must be available to work on weekends. (Optional)

• Must have a high school diploma or in progress to complete high school. 

• Excellent verbal and written communication skills. A genuine interest in working with and helping customers. 

• Must possess excellent Communication skills and Involvement. 

• Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred. 

• Good presentation and a polite, tactful, and friendly character 

Preferred Qualifications:

• Knowledge of IT Ticketing Systems 
• Understanding Basic Security Protocols (e.g., two-factor authentication, identifying phishing attempts).
• At least six months in similar positions.