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Advisor Customer Service Analyst (51000033)

DXC Technology - Melbourne, VIC

Source: uWorkin


Job Description

Essential Job Functions

  • Analyzes complex application questions or problems and assists in the analysis of moderately complex issues in the areas of system configurations/setup, product functionality and bugs/enhancements to determine viable solutions and assist specialists in providing timely customer support.
  • Serves as the primary contact on complex queries, complaints, and related issues. Determines scope of issues and escalates issues to other support and quality assurance areas, as appropriate.
  • Gathers and prepares complex aspects of software and files for distribution; converts routine information from different sources into a standardized electronic format.
  • Develops and implements related automated processes such as e-mail notifications and alerts.
  • Assists management in preparing and distributing customer service evaluation questionnaires to determine client satisfaction with company products and services and to implement necessary changes to services, when appropriate. Develops and implements changes to services and products to meet customer needs.
  • Provides concepts and business case proposals to customer groups for decision-making.
  • Provides leadership and work guidance to less experienced personnel.

Basic Qualifications
  • Bachelor's degree or equivalent combination of education and experience
  • Bachelor's degree in business management, computer science or related field preferred
  • Nine or more years of customer service, or other telephone operations experience
  • Experience working with company's products and systems
  • Experience working with various software applications used for testing, troubleshooting, call logging, product application programming
  • Experience working with technical products, vendors, and families of technologies

Other Qualifications
  • Strong analytical and problem solving skills
  • Communication skills to interact with customers and business unit personnel
  • Ability to multi-task
  • Ability to convert technical knowledge into easily understood terms
  • Ability to work as part of a team
Work Environment
  • Office environment