Job Summary:

• Respond to informational/technical-related requests via telephone and email.
• Create detailed entries of call records in the ticketing system.
• Diagnose between hardware and software-related issues.
• Work with and troubleshoot in Windows, MAC and UNIX operating systems.
• Build a positive rapport with customers and take ownership of issues raised.
• Report issues, bugs, and enhancement opportunities to the Supervisor and Quality Assurance team.
• Utilize a web-based system to review incoming certificate applications for completeness.
• Stay current on security policies and practices.

Skills on Resume: 

• Technical Support (Hard Skills)
• Call Documentation (Hard Skills)
• Issue Diagnosis (Hard Skills)
• OS Troubleshooting (Hard Skills)
• Customer Rapport (Soft Skills)
• Issue Reporting (Hard Skills)
• Application Review (Hard Skills)
• Security Awareness (Soft Skills)

Job Summary:

• Use the incident/problem management system to document, track, update and close case activities
• Provide customers with technical assistance and guidance to prevent recurring problems
• Perform basic hardware and software troubleshooting to resolve or escalate incidents
• Provide management with status reports
• Perform and understand how to correctly follow processes, procedures and standards within the department
• Follow and support internal and external audit compliance
• Improve and develop technical support skills through outside education, self-study, etc
• Perform and possibly administrative functions within the team to accomplish team goals

Skills on Resume: 

• Case Management (Hard Skills)
• Technical Guidance (Soft Skills)
• Basic Troubleshooting (Hard Skills)
• Status Reporting (Hard Skills)
• Process Adherence (Soft Skills)
• Audit Compliance (Hard Skills)
• Skill Development (Soft Skills)
• Team Administration (Soft Skills)

Job Summary:

• Ensure knowledge transfer on the assigned area of expertise.
• Create a positive customer interaction and expectation.
• Build relationships with appropriate development/PM/Testing employees.
• Gain the technical skills to ensure expertise through connections, review or training.
• Support incidents have been updated with a new step to show progress towards resolution.
• Support incidents closed on time.
• Build services and programming code specifically in VGL and .NET
• Instrument integration services.
• Consulting and/or configuration of Thermo Scientific products in compliance with regulatory guidance.

Skills on Resume: 

• Knowledge Transfer (Soft Skills)
• Customer Interaction (Soft Skills)
• Relationship Building (Soft Skills)
• Technical Expertise (Hard Skills)
• Incident Updating (Hard Skills)
• Timely Resolution (Hard Skills)
• Code Development (Hard Skills)
• System Integration (Hard Skills)

Job Summary:

• Deliver a high-quality, smooth, unique and flexible customer experience
• Provide users with solutions through information-gathering, analytical troubleshooting and query research
• Demonstrate excellent Quality and Productivity standards that meet or exceed client requirements
• Protect confidential and sensitive information and materials
• Demonstrate excellent attendance and punctuality, as well as adherence to all company and client Policies and Procedures
• Operate with honesty, integrity and transparency in all aspects of the work
• Pay attention to suspicious activities or contacts

Skills on Resume: 

• Customer Experience (Soft Skills)
• Analytical Troubleshooting (Hard Skills)
• Quality Standards (Hard Skills)
• Information Protection (Hard Skills)
• Policy Adherence (Soft Skills)
• Work Integrity (Soft Skills)
• Punctual Attendance (Soft Skills)
• Activity Monitoring (Hard Skills)

Job Summary:

• Managing the day-to-day activities and performance in line with set objectives and KPIs
• Manage relationships with customers on an ongoing basis.
• Ensuring that customers are happy with the level of service that ChargedUp/CleandUp is delivering.
• Create and refine processes to ensure the process around customer care meets the level expected by ChargedUp clients.
• Managing the processing of returns, fault reporting and customer complaints including escalations and litigations
• Being the POC internally as the one voice on everything Customer Support related.
• Management of the BPO outsourced team and overseeing the attainment of the team's set objectives and KPIs.
• Create and maintain a transparent, collaborative and dynamic work culture

Skills on Resume: 

• Activity Management (Hard Skills)
• Customer Relationships (Soft Skills)
• Service Satisfaction (Soft Skills)
• Process Improvement (Hard Skills)
• Issue Resolution (Hard Skills)
• Internal Communication (Soft Skills)
• Team Oversight (Hard Skills)
• Work Culture (Soft Skills)

Job Summary:

• Provide customer parts support in person, via phone or email.
• Assist with customer parts interpretation enquiries including engine, transmission & hydraulic systems and more
• Serve customers in the retail tools department and deal with Sales Representatives
• Complete sales calls in the future
• Restocking the retail showroom
• Providing sales quotations for parts enquiries via phone and email
• Order processing, processing customer returns and credits
• Scheduling deliveries as per customer requirements
• Monitoring customer backorders to ensure that they are filled as quickly as possible

Skills on Resume: 

• Customer Support (Soft Skills)
• Parts Interpretation (Hard Skills)
• Retail Service (Soft Skills)
• Sales Calling (Soft Skills)
• Showroom Restocking (Hard Skills)
• Quotation Preparation (Hard Skills)
• Order Processing (Hard Skills)
• Delivery Scheduling (Hard Skills)

Job Summary:

• Support the testing and evaluation of features and capabilities.
• Create and execute test plans for software features
• Develop training materials and train users.
• Provide feedback to software development staff regarding usability, workflows, and capabilities
• Provide onsite and online support to customers and users.
• Interface with government customers on a routine basis to discuss requirements, software development progress, bug fixes, training, and other technical support.
• Identify and communicate new business leads, program issues, collaborative efforts, etc.
• Attend government and industry meetings.
• Provide Subject Matter Expert for various programs and communication capabilities to various technical and non-technical audiences (users and senior leaders).

Skills on Resume: 

• Feature Testing (Hard Skills)
• Test Execution (Hard Skills)
• User Training (Soft Skills)
• Usability Feedback (Soft Skills)
• Customer Support (Soft Skills)
• Client Communication (Soft Skills)
• Lead Identification (Soft Skills)
• Subject Expertise (Hard Skills)

Job Summary:

• Developing and maintaining IT systems that work alongside the labPortal and AIS LIM system for customers to analyse results and other functions it may require
• Developing and maintaining IT tools internally to drive efficiencies and improve the quality of service SGS provides for customers
• Validating complete systems to ensure that are robust and fit for purpose.
• Providing cover for the Customer Support Software Developer and Customer Support and Data Manager during periods of annual leave/absence.
• Reporting subcontract results
• Delivering onsite and online training to customers on data systems and providing ongoing support where problems arise.
• Answering and dealing with telephone queries from customers and other outside agents.
• Assisting the retail team with queries regarding reporting programmes
• Liaising with the commercial team regarding the requirements of new and existing customers.
• Assisting the finance department with organising and trending revenue data.
• Assisting with LIMS invoice queries.

Skills on Resume: 

• System Development (Hard Skills)
• Tool Maintenance (Hard Skills)
• System Validation (Hard Skills)
• Role Coverage (Soft Skills)
• Result Reporting (Hard Skills)
• Customer Training (Soft Skills)
• Query Handling (Soft Skills)
• Data Analysis (Hard Skills)

Job Summary:

• Delivering effective solutions to customers with order-related queries by coordinating with internal resources to resolve the issue
• Monitoring the status of orders
• Ensuring that inquiries are resolved and helping with any necessary escalation
• Ensuring a positive customer experience by giving them regular updates and clarification
• Observing the overall process and trends across inquiries and identifying improvement areas
• Coordinating with the functional team in sales, products, logistics, finance, etc.. 
• Deploy the pricing operation excellence requirement, enhancing process and pricing operational excellence
• Maintaining sales monthly reports, salespeople appraisal reports, distributor/customer performance reports, etc.
• Supporting internal control and audit tracking requirements

Skills on Resume: 

• Issue Resolution (Soft Skills)
• Order Monitoring (Hard Skills)
• Inquiry Escalation (Soft Skills)
• Customer Updates (Soft Skills)
• Process Observation (Hard Skills)
• Team Coordination (Soft Skills)
• Pricing Excellence (Hard Skills)
• Report Maintenance (Hard Skills)

Job Summary:

• Monitor the performance and proficiency of Support Experts to identify knowledge gaps. 
• Provide training to team members on new processes and procedures.
• Collaborate with other members of the CS Leadership team to ensure the CS training curriculum and training schedules are accurate and relevant. 
• Lead the training of new Customer Support Experts, conducting training and/or ensuring appropriate content experts are scheduled to support the delivery of content. 
• Ensure new and tenured Experts are able to perform tasks and conduct all communication with high quality and professionalism.
• Organize task assignments to ensure escalations and requests for action and/or guidance are addressed promptly and actioned appropriately by the Customer Support team. 
• Serve as a primary escalation point for questions and escalations from the Customer Support team.
• Set goals and objectives for team members, and manage performance to maximize potential.
• Develop and manage the master schedule for Customer Support Experts, ensuring sufficient coverage to handle inbound contacts in the various support channels. 
• Track and manage schedule adherence, consistently and equitably managing exceptions. 
• Adjust schedules to support call-outs, PTO requests, and changing team workloads.
• Review Quality Assurance assessments and operational KPIs, collaborating with other members of the CS leadership team to provide objective feedback to elevate the capability of Customer Support Experts through coaching and support.

Skills on Resume: 

• Performance Monitoring (Hard Skills)
• Team Training (Soft Skills)
• Curriculum Management (Hard Skills)
• Content Delivery (Soft Skills)
• Quality Communication (Soft Skills)
• Task Organization (Soft Skills)
• Escalation Handling (Soft Skills)
• Schedule Management (Hard Skills)