Client Technology Representative I

Purpose of the Role

With direct supervision provides entry-level, Level 1 technical support for applications and infrastructure services for CWT clients. Troubleshoots and resolves technical issues and escalates if required. Completes a limited range of tasks and follows detailed instructions for routine work.

Main Responsibilities

Provides timely responses to first level technical issues via phone calls and emails

Manages client inquiries and accurately documents incidents via online case management tool

Performs troubleshooting to diagnose root cause and resolve issue quickly and effectively

Performs testing to ensure that solution was successful

Responds to client inquiries within SLA targets

Escalates more complex issues to 2nd level support

Qualifications

Experience & education:

Experience

o 1-2 years of experience in Technical Support/ Customer Service

o Call/ email handling experience is required

o Experience in handling travel account is a plus

Languages

o Fluent in location required language(s)

Knowledge, skills and abilities (KSAs)

o Skill development ability for delivery of IT support including business software applications

o Ability to ask open-ended questions and active listening

o Ability to perform basic troubleshooting

o Strong customer service skills

o Critical thinking skills

o Ability to work in a global, multicultural environment

o Clear communication skills, both written and verbal