The Customer Service Desk Agent is responsible for providing quality and efficient customer service to customers through technical and quality sound phone calls and tickets daily, as well as various tasks assigned to the agent.
**General Accountabilities**
- Maintains daily communication with the team and hits productivity standards.
- Responds to High and Critical priority tickets/projects according to standard operating procedures.
- Provide remote technical support via a combination of telephone and remote support tools
- Communicate (both verbally and in writing) with customers in a formal and professional manner.
- Create and manage the lifecycle of Incidents and Service requests in the company’s trouble ticketing system.
- Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to resolve customer issues.
- Ensure escalations are handled in a professional, consistent, and relentless manner.
- Adhere to the CSC Ops Manual...