• Answering inbound phone calls in a call center environment and inbound chats quickly, ensuring our procedures are scripts are delivered consistently • Identify clients, collecting relevant information concerning requests and issues and create support tickets accurately • Assist clients’ requests and deliver basic/advance technical support • Provide friendly and helpful customer service as a first point of contact • Must have excellent verbal/written communication skills, as well as the ability to multi-task • Ability to work under pressure, organize and prioritize tasks based on ITIL priority matrix • Ability to meet individual KPI’s such as a 15-minute average talk time, tickets closed, utilization, and first call resolution • Other duties as assigned by management