• Competitive
  • Raleigh, NC, USA
  • Permanent, Full time
  • Credit Suisse -
  • 22 Apr 19

Chat Support Specialist # 128566

We Offer
End User Support Services is responsible for delivering real-time voice and chat support in addition to offline and proactive incident resolution. Our team provides support for end user devices and systems with a focus on aligning IT services with the needs of business. The voice/chat agents are the first point of live IT contact for our clients. We expect agents to deliver a high level of customer service by solving the user's issues in a timely manner and delivering the best in class, harmonized service. Service Desk agents should have an ongoing focus on the client and their productivity. Agents will be trained in the operation and administration of Credit Suisse tools; this includes SNOW, Amelia Chat, remote assistance, request management and Knowledge Management systems. The position provides exposure to a broad range of IT-related projects and activities.

Main responsibilities:
  • Handling of Real Time Chats and Voice calls with the aim of resolving end user's incident and requests.
  • Handling the end users appropriately based on their IT service tier priority.
  • Manage and prioritize all chats/voice calls arriving in the Chat/voice queue, either resolving them directly or re-assigning them to other support teams as required.
  • Provide all internal clients with a dedicated, positive and efficient service at all times.
  • Adherence to process and procedures to maintain quality and professionalism.
  • Maintain high-quality incident data, and clearly document support issues and all steps performed in the Service Now incident booking system.
  • Provide all internal clients with a dedicated, positive and efficient service at all times.
  • Provide end-to-end support and ensure that customer support tickets are resolved to client satisfaction.

Credit Suisse maintains a Working Flexibility Policy, subject to the terms as set forth in the Credit Suisse United States Employment Handbook.

You Offer
Skills and experience required for the Support Specialist role:
  • You have a Bachelor's degree or equivalent work experience.
  • You have the ability to resolve technical problems and troubleshoot hardware, software, and networking issues on laptops, PCs, thin clients and mobile devices.
  • Do you possess excellent support knowledge of Microsoft Office, Internet Explorer, MS Lync, MS Outlook and Windows 7/10?
  • Are you able to work under stress, to keep things simple, patience and creativity, conflict management skills.
  • Highly customer focused with ability to provide consistently excellent customer service and professionalism.
  • You possess extensive experience of supporting an end user environment.
  • You are keen on providing remote support by phone, chat and remote assistance sessions.
  • Can you handle cases according to defined severities and case priorities to meet client's expectations?