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28 days old

Digital Support Representative

Kelly Services
Sunnyvale, CA 94086
**POSITION SUMMARY:**


This position is **FULLY REMOTE** and the Digital Support Representative will provide support to Customers as we launch a set of new customer facing digital solutions. The new generation portal will allow customers to register and perform various activities online; checking the status of an order, download an invoice, access cases, place orders online, etc.


This position is responsible responsibility to ensure that all customer requests are properly logged, tracked and resolved timely, and to work with several other teams on several initiatives to improve the customer experience.


**ESSENTIAL JOB RESPONSIBILITIES:**


+ Regularly monitor the shared mailbox and the Customer Management System

+ Triage questions and problems translated in multiple languages, by phone or email, record and log them, assign to appropriate team for prompt resolution, or resolve promptly when appropriate.

+ Use scripts provided to maintain a positive customer experience and drive customer satisfaction

+ When applicable, translate from/to foreign languages using translation tools and/or a translation agency

+ Monitor time to resolution of each inquiry, ensure that it meets the service levels set by the team

+ When necessary, contact other internal stakeholders, and send reminders to ensure that service levels are being met and that all issues get resolved within due dates

+ Maintain a dashboard and reports. Provide updates on support performance to the team on a regular basis

+ Analyze the questions and issues, suggest corrective actions that could improve the performance of the web portal and improve customer satisfaction. Monitor effectiveness of those corrective actions.

+ Maintain and improve FAQs

+ Partner with cross-functional teams on several innovative initiatives to increase productivity and improve the customer experience


**MINIMUM REQUIREMENTS:**


High school degree (or equivalent experience) with 1-2 years of relevant work experience


**Knowledge and skills:**


+ Dedicated to exceeding customer satisfaction; committed to excellence and understands how daily work impacts the customer

+ Autonomous; strong organizational and problem-solving skills

+ Demonstrates a sense of urgency. Prioritizes effectively, acts with speed and agility

+ Enjoys working in a team environment and matrix driven structure

+ Excellent verbal and written communication skills

+ Experience with Salesforce.com is a plus

+ Proficient with Microsoft Office (Excel, Word, PowerPoint)


**Why Kelly** **** **?**


Youre looking to keep your career moving onward and upward, and were here to help you do just that. Our financial staffing experts will connect you with premier companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in in your career. It all adds up.


**About Kelly** ****


At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.


Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
Posted: 2021-09-27 Expires: 2021-10-28

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Digital Support Representative

Kelly Services
Sunnyvale, CA 94086

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