Job Description
PURPOSE
ESSENTIAL DUTIES & RESPONSIBILITIES
- Respond to issues to create, update, troubleshoot, test, process, and maintain customer raised issues, while keeping tickets within workflow parameters and established SLAs (Service Level Agreements)
- Provide functional and technical assistance to customers/vendors/carriers
- Respond to customer/vendor requests promptly within departmental guidelines
- Research and recommend known technical and functional solutions to customers, develop workarounds and in some cases solutions for resolution
- Provide consistent and timely status updates to customer issues
- Contribute to the technical knowledge base
- Demonstrate a consistent and positive customer/vendor support orientation
- Creating and executing Test Plans based on bug fixes and enhancements to verify successful promotion of code
- Facilitate issue resolution with creative solutioning by proactive problem-solving methods inside and outside the ...