IT Customer Service Representative

Overview:

We don’t simply hire employees. We invest in them. When you work at Chatham, we empower you — offering professional development opportunities to help you grow in your career, no matter if you've been here for five months or 15 years. Chatham has worked hard to create a distinct work environment that values people, teamwork, integrity, and client service. You will have immediate opportunities to partner with talented subject matter experts, work on complex projects, and contribute to the value Chatham delivers every day. 

The IT Technical Customer Service Representative plays a vital role in building the relationships with our co-workers and end-users. As a team member you will provide coordination for support services, support service assistance, organizational efforts, and administrative assistance to Chatham’s IT Support Team. This team fields inbound customer inquiries and manages IT Support Services for internal employees of our growing global company with a presence on five continents.

In this role you will:

• Respond to Chatham employees’ inbound inquiries via phone, secure chat, walk up, and email regarding support requests and incidents
• Exercise conversational information gathering techniques demonstrating strong call control and engendering 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

Your impact:

In this role, you will receive inbound calls, chats, emails, etc. ; make outbound contact to members who contact IT Support; provide operational support to the Chatham IT Support team; and act as a rapid response unit for special projects as assigned. Additionally, when available and as needed, the Customer Service Representative will support other support teams at Chatham. You will operate an ITIL based ticketing system that is used to enter, track, and report on end-user issues. You will manage end-user accounts in various systems. You will assist with procurement, inventory tracking, and delivery of end user equipment and supplies pertaining to requests.

Contributors to your success:

• Must enjoy working with people
• Professional demeanor, strong work ethic
• Strong ability to understand conversational cues and react accordingly
• Genuinely helpful and empathetic
• 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
• Previous experience in a service position and/or experience in a contact center helpful
• Strong verbal and written communication skills
• Ability to build positive working relationships with end users and your team
• Advanced computer skills helpful
• Solid proficiency in Microsoft Office or O365 Suite
• Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively
• Ability to meet critical deadlines in dynamic, rapidly changing environment
• Ability to focus in an open environment. We do not have cubicles.
• Self-motivated, resourceful, productive on teams as well as independent work
• Able to move between projects / duties quickly and efficiently with excellent organizational and time management skills
• Experience handling high volume transactions
• Track record of successful high impact decision making
• Must be willing and available to work 8:30AM- 5:30PM Eastern Time
• Must be willing and able to take an after-hours on-call shift that rotates around entire IT Support team 1 week at a time

About Chatham Financial:

Chatham Financial delivers financial risk management advisory and technology solutions to organizations across industries and around the world by helping companies maximize value in the capital markets. At Chatham, we help businesses improve their bottom lines. But that’s not the only place we’re committed to making an impact. We look beyond our clients, too — enhancing the markets where we work, supporting the clients we partner with, helping our employees thrive, and giving back to the world at large. And when you join Chatham, you’re an integral part of this equation, enabling us to live this purpose-driven philosophy every day. 

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