Tech Data connects the world with the power of technology. Our end-to-end portfolio of products, services and solutions, highly specialized skills, and expertise in next-generation technologies enable channel partners to bring to market the products and solutions the world needs to connect, grow and advance. Tech Data is ranked No. 83 on the Fortune 500® and has been named one of Fortune’s World’s Most Admired Companies for nine straight years. To find out more, follow us on Twitter, LinkedIn, and Facebook.
The CSR II role has responsibility for the Support of TechData customers. This role is responsible for answering inbound calls and responding to customer escalations. When appropriate, the CSR II is responsible for validating customer entitlements. Through a series of scripted, interactive questions and/or decision tree steps, the CSR II captures customer contact and issue information, drives a series of end-user actions and/or responses, and either resolves the issue or prepares the issue for escalation. The CSR II is responsible for documenting his or her actions in the ticketing system. This role requires experience in coordinating activities with multiple teams, which include technical, parts and logistics.
This role requires exceptional customer service skills involving the ability to function in a Call Center environment dealing with inbound/outbound calls from various customers. The CSR II is required to take calls and input data into project databases while actively updating customer accounts and service tickets. Candidate must be flexible and able to switch between different programs based on incoming call volume and technical assistance needs. May also perform other duties as assigned.
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