Customer Care Representative processing calls and managing service tasks for Crown Equipment Corporation. Dispatching technicians and handling service billing in a fast - paced environment.
About the role
- Monitoring Support Specialist supporting automated tests for enterprise customers in AI-powered customer experience assurance. Investigating failures and preventing service disruptions while on a hybrid schedule.
Responsibilities
- Ensure uninterrupted operation of the Voice Assure solution worldwide by accurately processing test calls using internal tools
- Follow internal SOPs to gather information and determine the issue by evaluating and analyzing symptoms for accurate processing test calls using internal software
- Identify and escalate priority issues
- Use our ticket tracking system to work on internal issues: research, troubleshooting and identifying solutions to product, software, network and hardware issues.
- Manage internal and customer-facing communication in the event of outages or incidents, and keep all parties updated on progress
- Follow internal SOPs to collect information about the state of Cyara’s infrastructure components; track, record and refill balances when required
Requirements
- Fluent in English, both written and verbal
- 2+ years of proven customer service experience or customer-facing technical support experience
- Demonstrate the ability to follow through with tasks to close
- Demonstrated ability to work on multiple work streams simultaneously
- You should be organized, meticulous, a communicator with a “can-do attitude”
- Knowledge of IP network fundamentals
- Understanding of telephony, VoIP (SIP), and IVR
- Excellent Analytical and Troubleshooting skills
- Willingness to learn
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
Customer Care Rep responsible for processing calls and dispatching technicians. Supporting record maintenance and interdepartmental collaboration for Crown Equipment Corporation's customer care operations.
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