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Job Information
Job title

Customer Support Quality Assistant

Company Cross Match Technologies
Wage Not specified
Location United States, Florida, West Palm Beach
Employment type Full Time
Education Associate
Year Experience 1 - 2 Years of Practical Experience
Travel None
Published on 7/3/2006
Description
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Responsible for handling Level 1 - Level 3 Quality Assurance.
Contacts customers who have called in for support.
Verifies support work completed to customer satisfaction.
Compiles listing of open items for reporting to department manager.
Works with staff inside and outside of department to resolve open items
Ensures closure of calls escalated from one level of support to another.
Acts as department liaison for support related issues.
Monitors department email queue and distributes email to department members.
Assists with call overflow during high volume periods in call center.
Provides reports and statistical information to department manager and other departments as required.

SKILL SETS:
Minimum of (2 year) experience with technical support, problem tracking and escalation procedures.
Strong verbal and written communication skills
Must be well organized and detail-oriented and have excellent interpersonal skills.
Proven ability to manage time and workflow to meet service level agreements.
Working knowledge of Windows XP Pro and Windows,
Strong knowledge of MS Word, Excel and Access.
Previous call center quality assurance experience a plus.
Must be able to track and follow up on multiple items across multiple departments.
Must be able to accurately follow written and verbal instructions
Must be able to support an eight hour shift between 8AM to 8PM EST.

EDUCATION AND/OR EXPERIENCE:
Minimum 2 year degree required

NO PHONE CALLS PLEASE. Preferred resume submission method is through our web site .

Cross Match Technologies is an Equal Employment Opportunities Employer and follows a federally mandated Affirmative Action Plan. We encourage female, minority, and veteran applicants.df-tc

Experience/Skills
See above

Other desired skills:
Customer Support Quality Assistant
This job has expired.