DXC Technology Senior Associate Customer Support in Nashville, Tennessee
Responds to highly complex customer inquiries and requests.
Essential Job Functions
Answers telephones and responds to highly complex customer questions and/or forwards call to appropriate personnel.
Researches customer inquiries and responds to appropriate parties in a timely manner.
Records calls, processes requests and updates account history with results of inquiry to include proper documentation.
Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.
Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information.
Interfaces with team members, management, and customers in reference to customer service issues.
Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.
Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.
Monitors daily transactions to ensure policy and procedures are in accordance with service level agreement.
Assists supervisor/manager with the day-to-day operations of the customer service area, including training and/or mentoring less experienced staff.
High school diploma or G.E.D.
Six or more years of customer service or other telephone experience
Experience working with organizational functions and personnel
Experience working with fax machines, computer software, and telephone technology
Experience working with and skilled in the use of help desk software
Strong business and analytical problem solving skills
Strong communication skills
Ability to work independently
Ability to follow oral and written directions
May require shift work
DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities