DXC Technology Associate Customer Support in Jacksonville, Illinois

Job Description:

Summary

Responds to moderately complex customer inquiries and requests.

Essential Job Functions

  • Answers telephones and responds to moderately 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 verify up to date and accurate information.

  • Interfaces with team personnel, 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.

Basic Qualifications

  • High school diploma or G.E.D.

  • Four 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

Other Qualifications

  • Business and analytical problem solving skills

  • Communication skills

  • Ability to work independently

  • Ability to follow oral and written directions

Work Environment

  • Office environment

  • May require shift work

DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities