Job Title: Customer Support Agent Position Overview: Customer Support Agent is responsible for providing quality and efficient customer support to customers through quality phone calls and tickets daily, as well as various tasks assigned to the agent. Job responsibilities that are specificto the position: Maintains daily communication with the team and hits productivity standards. Receive incoming customer calls, emails, and create tickets for Requests. Responds to High and Critical priority tickets/projects according to standard operating procedures. Serve as initial responder within the hosted environment in the notification, identifying, an documenting the information. Assists the managerwith daily operation of the Customer Support Center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs. Provide remote supportvia a combination of telephoneand remote supporttools. Take deliveries from vendors, process and scan packing slips. Communicate (both verballyand in writing) with customersin a formal and professional manner. Create and manage the lifecycleof ticket requestsin the company’s ticketing system. Create and Utilizeformal Work Instruction (WI) documents and other documented knowledge to follow the proper procedures. Ensure escalations are handled in a professional, consistent, and relentless manner. Adhere to the Customer Support Center Ops Manual Technicalskills: 1-2 years of CustomerService.