Support Specialist (Level 2)

Description

Position at Panasonic Corporation of North America

Position overview:

Our team of Call Center Agents are responsible for responding to incoming Help Desk inquiries from existing customers through phone, email, and chat. The primary focus of this team is to ensure end users have the support and knowledge they need to effectively utilize Clearview within their day-to-day operations. We are known for our top-notch customer service, and our agents play a significant role in building and maintaining this reputation.

Call Center Agents work closely with the Support Manager to assist in the day-to-day operation of the Help Desk. When the Support Manager is not in the office, Level 2 agents are expected to fulfill essential management duties in addition to their regular tasks to maintain operations. Additionally, they may be called on to fulfil any of the duties of a standard Level 1 agent as required.

Essential Job Functions:

Ticket and Issue Management

• Daily management of Help Desk Ticket system, ensuring all processes and guidelines are followed, and that new tickets are handled consistently with historical tickets to maintain quality control
• Prioritizing tickets for the Code Gnomes maintenance team
• Overseeing the L2 tickets queue and escalating issues as they arise
• Monitoring tickets and feedback for developing issues or trends

Vendor & Customer Relations

• Handling escalated calls from customers and vendors
• Managing correspondence with 3rd party vendors for support-related issues, including regular reports and status updates as well as ad hoc
• Conducting regular supplier audits
• Attending customer meetings as required

Process Improvement

• Evaluating existing processes for efficiency and effectiveness, and making recommendations for improvement where needed
• Continually assessing the Help Desk team's knowledge (individually and as a group) to identify gaps, deficiencies, and training opportunities; liaising with Training department as appropriate to address these opportunities through documentation, training sessions, or other means

Team Support

• Monitoring incoming call volume and queues
• Attending daily stand-ups and/or other internal meetings as needed as a representative of the Help Desk
• Acting as a Subject Matter Expert for Clearview to answer questions and provide support to the Help Desk team as needed

• Thoroughly troubleshooting a wide variety of escalated tickets
• Placing outbound calls to customers to provide updates and follow-up
• Executing on special projects as needed

Requirements:

• Available to work anytime between the hours of 8am-9pm M-F, and 8am-6pm S-S. Evening and weekend shifts are scheduled on a rotating basis
• Bi-lingual in French is preferred
• Previous customer service experience required
• Professional in all internal and external interactions
• Comfortable using technology and learning new software applications
• A motivated self-starter who can identify opportunities for improvement and implement plans under the direction of the Call Center Supervisor
• A logical thinker who utilizes available resources
• A creative problem-solver
• Organized and able to manage competing priorities
• Approachable and able to build good rapport with the Help Desk team and with customers
• An excellent communicator (written and oral), who can effectively present complex information in a clear and understandable fashion
• Above-average technical knowledge of Clearview and QSS processes
• Strong active listening skills
• Good general computer and internet skills
• Strong attention to detail
• Outstanding interpersonal skills, with emphasis on customer focus, teamwork, and relationship-building