Help Desk Support III in Austin, Texas at AccruePartners

Date Posted: 7/4/2020

Job Snapshot

Job Description

AccruePartners values our contract and consulting employees. We offer a competitive benefits package to meet the diverse needs of all of our contractor and consulting employees and their family members. Here is a listing of what our company offers: 401(k) Medical, Dental, Vision, Life Insurance, Employee Assistance Program, Medical and Prescription Drug, Short and Long-Term Disability Insurance. 

THE TEAM YOU WILL BE JOINING:

  • Fortune 500 Company
  • World leader in commercial data and insight
  • Constantly expanding the size and improving the quality of their global database; currently exceeding 280 million businesses worldwide
  • Focus on valuable relationships allowing customers to succeed

WHAT THEY OFFER YOU:

  • Culture: Energetic, forward thinking individuals, passionate about compliance, risk assessment and management
  • Growth: Partake in a learning program with robust curriculum that will enhance the value you bring to your team and the company
  • Opportunity: Extensive international network with offices on five continents
  • Stability: A storied and commanding brand with almost two centuries of experience

WHERE THE POSITION IS LOCATED:

  • Austin, TX

WHY THIS ROLE IS IMPORTANT:

  • Provides accurate, timely, complete and consistent global customer support involving telephone inquiries, email requests and Web-based inquiries from customers including customers, sales representatives, and 3rd Party customers.
  •  Takes ownership and has full resolution responsibility throughout the entire interaction with customer upholding high levels of customer satisfaction (CSAT) and appropriate operational performance standards
  •  Responsible for working in a team environment to provide an exceptional level of service to all customers by listening empathetically to the customer, identifying and defining the customer needs and delivering service to meet those needs.
  •  Effectively manage irate contacts and successfully deliver resolutions that produce high levels of customer satisfaction.
  •  Develops and builds knowledge on  products, services, Data supply chain, Customer Service tools. procedures and technology
  •  Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer.
  •  Impact a company’s bottom line by problem solving and turning frustrated customers into repeat customers.
  •  Update customer information in the customer service system/CRM during and after each call.

THE BACKGROUND THAT FITS:

  • Well-developed communication and interpersonal skills including active listening, probing, ability to build empathy, situational awareness and adaptation, problem solving and a team based orientation.
  •  Contact Center and CRM experience preferred.
  •  PC literate and working knowledge of Microsoft Office. Excellent typing skills.
  •  Written and verbal English language skills required.
  •  Ability to multitask and thrive in a fast-paced teaming environment.
  •  A detail and process orientation and ability to work in an environment of ambiguity.
  •  Ability to have analytical skills and deal with complex issues and ambiguities.
  •  Must have flexible work availability
  •  Must be 18 years of age or older
  •  High School Diploma at Minimum (Associate degree in business related degree preferred)