Sr. Technical Customer Service Representative

**What You Will Do:** --------------------- **GFT** is seeking a **Sr.** **Technical** **Customer Service Representative** to join our IT Services team! This role follows a fully remote work mode. GFT’s Shared Service Services team, which includes Human Resources, Legal, Accounting \& Finance, IT Services and Marketing \& Communications, is essential for managing and supporting the company's global operations. Shared Services is part of a broader strategy to transform the business and improve efficiency. The support of this amazing team of professionals is the backbone of our ability to deliver infrastructure consulting and design services. **What you’ll be challenged to do:** The Technical Customer Service Representative will provide frontline support to employees via phone, chat, and email. You’ll resolve technical issues, document interactions, and ensure tickets move efficiently through the resolution process. **In this capacity, the successful candidate will be responsible for the following:*** Respond to GFT employees’ inbound inquiries via phone, secure chat, and email regarding support requests and incidents. * Exercise conversational information gathering techniques demonstrating strong call control and the ability to engender trust. * Provide world class customer service through first call resolution when possible. * Document every correspondence with end\-users clearly and concisely. * Perform outbound contact to end users and work with the end users and the support team to successfully move tickets through the resolution process. * Request and secure required documentation according to documented company procedures. * Perform audits to ensure data collected in tickets is accurate. * Deliver timely, accurate and actionable information to support teams as appropriate. * Improve upon and refine customer service knowledge and techniques through ongoing training. * Take ownership of resolving end user inquiries through effective communication and attempt to foresee causes of additional inquiries. * Share insights with management regarding the root causes of end user inquiries, concerns and complaints, advocating on our end users’ behalf to improve our service, operations, and policies. * Administer various systems concerning issue tracking, end user account management, inventory, and procurement. **Education \| Experience:** ---------------------------- **What you will bring to our firm:*** High School Diploma or equivalent. * 5\-10 years’ experience with customer service. * Ability to handle high volume transactions and able to meet critical deadlines in dynamic, rapidly changing environment. * Must enjoy working with people providing a genuinely helpful and empathetic demeanor. * Strong ability to understand conversational cues and react accordingly. * Truly driven to do excellent work and impress through every interaction. * Ability to recognize patterns and extrapolate information. * Ability to follow standard procedures routi