Customer Support Agent

Job Description

Required to follow intermediate level of instructions in performing customer service work while using established routines. Applies analysis and problem solving abilities in performing job duties. Performs such duties as data entry, filing, directing phone calls to appropriate personal, membership, and risk management services to help accomplish the mission of the Church. The Sr. Clerk provides key support for functional groups, including performance of a wide variety of specialized clerical functions.Serves as a role model in fulfilling the Church's religious mission with compassion toward others and an attitude of devotion to God, while performing tasks of an intermediate level of knowledge and judgment.

Responsibilities

Maintain a positive, empathetic, and professional attitude toward patrons always.

Research, duplicate and answer patron problems

Track (information about interactions with patrons) and analyze reports

Learn and understand products that are supported

Regular reporting to engineering teams

Assist in various special projects for FamilySearch International in the Africa West Area

Support team members in analyzing issues with submissions

Contribute to process improvement for Africa region patron services

Routines are generally prescribed and supervision is readily available, receives calls, emails, and visitors that cover basic situations, assists in resolving questions and issues. Provides constructive feedback while maintaining sensitive visitor relations.

Qualifications

Member of the Church of Jesus Christ of Latter-day Saints worthy to hold a current temple recommend

Bachelor's degree in Administration, Information Technology and minimum of 3 - 5 years of experience in a specialized or a related field or equivalent combination of education and experience.

Detail oriented – able to look for and find slight differences in the data

Deductive reasoning

Understand oral traditions, oral histories and oral genealogy

Internet search and good typing skills (At least 40WPM)

Fluency in written and spoken English & French languages of West African Countries (Essential)

A passion for family history and experience finding your own ancestors is desired

Excellent oral and written communication skills

Strong technical capabilities with the ability to learn new software and web application quickly and train others

Knowledge in Computer hardware and installation is a plus

Familiar with Microsoft Excel

Able to schedule and monitor project progress, production workflow

Office management or production environment management experience

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