- Direct Reports: This is an individual contributor role with no direct reports
Key Responsibilities
- Analyze customer issues and questions, including inoperability or inaccessibility of a system, module or function. Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations.
- Track customer reported problems following ticketing procedures.
- Effectively work with internal resources and 2nd level support groups as needed for ticket resolution.
- Ensure timely follow-up and resolution of customer requests following established severity level guidelines and Expected Completions Dates.
- Maintain ongoing communication with internal departments (i.e. Sales, Marketing, Product Support) to ensure customer satisfaction.
- Identify and assess departmental/individual training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades.
- Ensure individual/departmental objectives are met.
- Complete various administrative activities (e.g. time reporting, email, vmx…).
Experience, Education and Certification:
- High school diploma or GED, a Bachelor’s degree in communication or business is preferred .
- No prior experience required.
- PC experience in a Windows operating environment with strong typing ability preferred.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) preferred.
- Customer service experience preferred.
- Bi-lingual preferred (English and Spanish, Portuguese, Mandarin, etc).
Additional Requirements:
- Excellent interpersonal, verbal, and written communications.
- Ability to work with minimal supervision and, in some cases, such as off peak hours, weekends and holidays.
- Ability to proactively anticipate customer needs and make recommendations to meet those needs.
- Ability to work in a multiple shift environment covering 24 x 7 x 365