Escalation Agent

Escalation Agent

Escalation Agent

Full-TimeLos Angeles , CA job posted:12/14/2011
apply for this jobInternal Job Description:

What you'll do
As aEscalation support agent, you willbe responsible

for supporting customer support, technical support, and claims with all

unresolved, complex and high impact issues. Responsible for administering

support resources that include, FAQs, support downloads, and knowledgebase. The

escalation agent is responsible for working independently on complex problems

requiring analyzing situations and/or data to provide solutions to external and

internal customers. Responsible for working independently in a cross-functional

environment, presenting a professional and positive demeanor at all times.

Provide external support via phone to end-users to assist with proper product

selection, customer service and troubleshooting for all Belkin products.
 
How

you'll do it
* Support

customers via phone, email and chat
* Log

all handled support calls in a ticketing system providing detailed

documentation of all interactions and issue resolution
What you'll need
* Must

possess the ability to handle difficult and sensitive situations involving

critical issues
* Three

years experience in a technical support/customer service position

(preferably in the consumer electronics industry)
* Thorough

knowledge of computer hardware, software, and networking concepts
* Extensive

knowledge of all computer operating systems
* Excellent verbal and written communication skills
* Excellent

customer service skills
 
What you've done
* Participate

in pre/post release product tests and evaluation
* Perform

and document product compatibility tests
 
 

What

you're getting into
We've

got big collaborative spaces for your big ideas, so bring an open mind and

leave your suit in the closet. We all are committed to creating unique and

rewarding consumer experiences. Everyone is interested in succeeding - for the

team, for themselves and for the business. Cross-functionally and across the

company, everyone has common goals and aspires to be their best.
 
You

will learn something new or at least look at things differently every day.

There are so many smart and creative people around that you'll be motivated to pursue

the ideal.
 
Team

spirit is infectious. Belkin is an extremely open workplace, where

communication is essential. Not every idea will be accepted, but you'll be

asked for your point of view. Innovation thrives on multiple and varied levels.

At Belkin we challenge conventional wisdom and refuse to accept that something

cannot be done.
 
Do

it
For

more details and to apply for this position, visit us /> 
For

creative roles, please ensure to have a link to your portfolio.
 
We are committed to diversity. Belkin is an Equal Opportunity

and Affirmative Action Employer M/F/D/V. We maintain a drug-free workplace and

perform pre-employment substance abuse testing.