Sr. Technical Customer Service Representative

Sr. Technical Customer Service Representative

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.

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 routinely to guarantee accuracy of work.
• Strong verbal and written communication skills.
• Ability to work independently or collaboratively on a team.
• Solid proficiency in Microsoft Office or 365 Suite.
• Track record of successful high impact decision making.
• Currently reside in the United States of America (USA).

What we prefer you bring:

• Advanced computer skills helpful.
• Demonstrated interest in End User Customer service either through past experiences, applied projects, or internships.

Compensation: The salary range for this role is $70,000 - $75,000. Salary is dependent upon experience and geographic location.

Featured Benefits:

• Hybrid (in-person and remote) work environment.
• Comprehensive benefits package including wellness programs, parental leave, and pet insurance, in addition to medical, dental, vision, disability, and life insurance.
• Tax-deferred 401(k) savings plan.
• Competitive paid-time-off (PTO) accrual.
• Tuition reimbursement for continued education.
• Commitment to professional development, access to internal and external training programs, and support of active participation in professional organizations.
• Incentive compensation for eligible positions.

At GFT, a privately held AEC firm, we innovate where transportation, water, power, and buildings converge. We call this the Infrastructure of Life. We measure our success by the strength of our relationships that's why we're the employer of choice for 5,000+ of the industry's brightest engineers, planners, architects, inspectors, designers, and more.

Our clients choose us for our expertise and prefer us for our nimble approach, creativity, and personal touch. Backed by over a century's experience, together we're building a lasting legacy for future generations: stronger communities, a healthier planet, and better lives. GFT: Ingenuity That Shapes Lives is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veterans' status or other characteristics protected by law.

Location: Remote Core Business Hours: 8:00 AM 5:00 PM Employment Status: Full-Time

GFT does require the successful completion of a criminal background check for all advertised positions.

"California Applicants" Applicants in the County of Los Angeles - Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Applicants in the City of San Francisco - Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Applicants in the State of California - Qualified applications with arrest or conviction records will be considered for employment in accordance with the California Fair Chance Act.