Level 2 agents listen and analyze customers issue and to understand the customer needs and how to resolve their issues in accordance with a set methodology.

An agent must be able to demonstrate strong values, be assertive, and showcase a professional demeanor.

An agent also needs to provide excellent customer service to existing clients through email/chat, voice or back office support.

Qualifications and Skills:

Flexibility in terms of changing schedules, and company and client policies

Ability to adapt to a fast-paced environment

Can multi-task

Ability to empathize with the customer and remain professional at all times

Ability to translate complex information into understandable & actionable concepts (paraphrasing)

Ability to follow through on all commitments and identifies process improvements

Ability to tailor-fit the solution to the customer's problem

Willing to work on holidays/weekends or render overtime if necessary

Knowledge in navigating computerized data entry system

Background in customer service

Internet browsing/Browsers

Responsibilities:

Conducts a remote session to troubleshoot Valet POS

Resolve a highly technical issue that involves remote session and blind troubleshooting

Steady-going person who is patient, positive, energetic, enthusiastic, and a team player

Has the ability to multi-task across a variety of business areas

Excellent verbal and written communication skills (conversational, assertive and empathetic)

Must be able to work on a shifting schedule, holidays and weekends

Deliver service to end-users via phone, chat, and email

Requirements:

Candidate must possess at least a High School Diploma, Bachelor's/College Degree in any field.

At least 1 Year(s) of working experience in the related field is required for this position.

Preferably 1-4 Yrs Experienced Employee specialized in IT/Computer - Hardware or equivalent.