Tek Experts provides the services of a uniquely passionate and expert workforce that takes intense pride in helping companies manage their business operations. We care about the work we do, the companies we partner with and the customers they serve.
By delivering unrivaled levels of business and IT support, we make sure nothing gets in the way of our clie...
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Customer Service Specialist (Relationship Manager)
The Recovery Team delivers world-class management of critical escalations for non-premier customers, quickly solving issues that affect business.
You’ll earn our customers’ and partners’ trust to positively represent our clients and exceed customer expectations as you coordinate and communicate with them throughout resolution of the issue.
This team embraces a growth mindset that encourages you to lean in and learn what matters most to our customers and make decisions that put the customer first.
Responsibilities
Communicate with end-users via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
Provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.
Gauge the severity of incidents by identifying the impact of software or hardware failure on the customer’s business and use appropriate conflict resolution techniques as needed.
Collaborate with cross-functional teams to ensure timely and accurate issue resolution.
Manage the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.
Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
Mentor junior specialists as needed or requested by management.
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