TAD PGS, Inc. Customer Service Associate in Hopkinton, Massachusetts

Customer Service Associate

Category: Call Center/Customer Service


We have an outstanding Contract position for aCustomer Service Associateto join a leadingTechnologiesCompany located inHopkinton, MA.

Position requires U.S. Citizenship.

Directs customer calls to the proper location and department Prioritizes calls and escalates appropriate customer issues Adheres to product specific guidelines, procedures, and best practices May be required to work overtime, alternative work schedule or change shift as business dictates

Job Responsibilities:

  • Communicates with customers via Live Chat. Chat customer support technicians assist engaging technical support, providing entitlement details, licensing queries, and online support.

  • Create, research, and update service requests.

  • Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams.

  • Management of EMC Online Support issues including locked accounts, password resets, Contact Administration, and other Online Support technical issues. Work through Service Requests, email, and telephone. Troubleshoot issues through to resolution. Interface with applicable partner teams, IT, sales, and other internal groups.

  • Implements, escalates procedures in a timely manner to appropriate personnel as directed by Global Support Center Shift leads and management.

  • Provides support and exhibits sense of urgency reconciling inconsistencies.

  • Performs other duties as required.

  • Provides front end support via online Chat, Email, and Phone for EMCs Partners, Internal and External Customers. Also supports EMCs Online Support portal for Partners, Internal and External Customers.

  • Follows process and procedure to ensure excellence in customer service.

Job Qualifications:

  • A High School diploma or equivalent and 1+ years of customer support experience is required for this position.

  • The ideal candidate needs to be adaptive. The key need is administrative skills and the soft skills (customer service personality).

  • Verbal and written communications skills required for any and all languages.

  • Desired Skills:

  • Strong Customer Support skills.

  • Customer focused.

  • Prioritization of tasks.

  • Sense of Urgency.

  • Basic computer skills.

  • Strong communication skills.

  • Ability to work in a team environment.

  • Ability to work in a high-pressure environment.

  • Organizational skills.

  • Able to adapt to change Troubleshooting/Problem solving skills.

  • Ability to multi-task Adaptability; easily adapts to change and new processes.

  • Positive influence.

Company Description:

TAD PGS, INC. specializes in delivering secure, reliable and rapidly implemented workforce solutions to the U.S. Federal marketplace, including U.S. Government agencies and their prime contractors. With more than 50 years of experience, TAD PGS, INC. has earned a reputation for accountability, a value that government agencies and prime contractors both demand and deserve.TAD PGS, INC. sources professionals for the full spectrum of federal positions, from administrative to management, and those contracts requiring extremely niche-oriented technical skills and the highest levels of security clearance.VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / EOE Protected Veterans/Disability

Location: Hopkinton , MA

Minimum Experience (yrs): 1

Required Education: H.S. diploma or equivalent