Non Voice Process

The role of the Customer Service Associate (CSA) - Non-Voice, will be

responsible for :

Providing support and resolve technical issues via email and other

electronic communications

Building credibility and trust with the customer by empathizing with

their problem in words

Proactively understanding their needs and responding promptly to

resolve their issue

Applying advanced troubleshooting techniques to provide unique

solutions to the customers individual needs

Leveraging their experience to provide feedback to the team on how

to improve client services

Driving customer communication during critical events

Essential Functions

An obligation to deliver exceptional customer service

Receive emails and chats to gather and verify required information and

do utmost within their power to solve customer problems

Demonstrate empathy and patience to the customer

Demonstrate enthusiasm to be a self-starter who is excited about

learning new technologies on a daily basis

Provide information to the client and place appropriate notes in system

indicating exactly what action was taken or needs to be taken

Ensure policies and procedures are followed

Maintain thorough knowledge of systems so that information can be

researched and proper information is given to customer

Learn and retain a thorough working knowledge of all existing and new

process and procedures

Achieve assigned Key Performance Indicators e.g. Call Handle Time,

Quality, CSAT & DSAT

Attend Team Meetings / additional training sessions as scheduled

Performs other duties as assigned

Critical Skills

Above average verbal and written communication skills - ability to

speak accurately, using proper grammar, and good enunciation

Ability to listen attentively and to use information provided by clients to

tailor responses and actions to meet the clients specific needs

Ability to work in a fast-paced, hectic, changing environment

Ability to organize and follow-up multiple tasks / details with accuracy

and timeliness

Ability to operate a personal computer

Ability to adhere to all organizational policies and procedures

Ability to work a variety of shifts including days, afternoons, evenings,

weekends and holidays

Ability to perform basic mathematical functions

Ability to effectively interact with employees at all levels of the

organization and work with a variety of people from diverse

backgrounds

Educational / Work

Experience and

Requirements

Must successfully pass a background check

High school diploma or equivalent required

Must have at least six months customer service experience or

equivalent

Experience in the gaming / tech support industry is a plus

Perks and benefits

2 way cab is provided

performance based incentives and attendance bonus is provided

Skills Required

Communication Skills, Customer Service, Tech Support