NCCER

Customer Support

• Provide excellent customer service via incoming and outgoing telephone calls, e-mails, chat, and other correspondence – including Tier 1 and Tier 2 Technical Support.
• Document all customer service inquiries in the case management system, ensuring entries are clear, complete, and properly closed.
• Address cases assigned in the case management system in accordance with our Service Level Agreement (SLA).
• Work on unassigned cases as well.
• Resolve all calls, emails, and Salesforce cases received during the shift.
• Assist the Manager in the development and maintenance of the NCCER Support Site.
• Maintain working knowledge of the NCCER Guidelines and the policies included therein, including policies related to teaching, testing, proctoring, credentialing, record-keeping, and cheating.
• Maintain working knowledge of the NCCER website and other products, programs, and initiatives that may generate customer inquiries and correspondence.
• Navigate multiple programs and utilize the internet to provide online assistance and support customers with problem-solving requests.
• Maintain confidentiality of student records and follow all record-keeping requirements as outlined in the company's policies and procedures.
• Assist trainees with creating user accounts and website questions.
• Other duties as assigned.

Customer Service Representative – Part Time