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Trainee Process Consultant
HGS
Original Job Summary
Overview
The Trainee Process Consultant at HGS utilizes excellent technical product knowledge and superior customer service skills to troubleshoot customer issues and ensure a positive experience.
Duties & Responsibilities
The role includes engaging customers in a conversational manner, investigating and clarifying consumer comments, and multitasking efficiently while navigating systems and processes. The consultant recommends available service options when required, uses tact in handling frustrated customers, and accurately documents cases in the internal CRM. Reporting feedback that affects daily operations and upholding client core values is also expected. Meeting productivity standards is essential.
- Efficient troubleshooting and customer engagement.
- Multitasking and effective system navigation.
- Accurate CRM documentation and feedback reporting.
- Adherence to quality standards and training requirements.
Competency Requirements
Basic competencies include common consumer electronics, technical products, networking, Windows and Mac operating systems, and computer hardware. Expert competencies include customer service orientation, communication skills, computer navigation, sense of urgency, passion for excellence, teamwork, work organization, product knowledge, and analytical/problem solving skills.
Reports To
Team Leader and/or Shift Manager
Education & Experience
Completed at least Senior High School with a minimum of 6 months of experience in technical support or customer service. Familiarity with CRM and case management is preferred.
Work Environment & Demands
Work is performed in a professional office setting requiring graveyard shifts, flexible scheduling, and potential overtime, weekends, or holidays. Product-specific training and certification are mandatory and quality performance standards must be maintained.
Key skills/competency
Customer Service, Technical Support, CRM, Troubleshooting, Communication, Multitasking, Product Knowledge, Problem Solving, Teamwork, Time Management
How to Get Hired at HGS
🎯 Tips for Getting Hired
- Customize your resume: Highlight technical support and CRM experience.
- Prepare for interviews: Practice problem-solving examples.
- Research HGS: Understand their core values and culture.
- Showcase multitasking skills: Emphasize task prioritization.