Job Description
Essential Duties and Responsibilities
- Provide exceptional and professional customer service to our clients
- Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate ticketing tool
- Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
- Show strong initiative, attention to detail and ability to interpret and resolve problems
- Research and develop resolutions for problems that are presented, and when necessary escalate to the appropriate escalation partners or internal management or subject matter experts
- Develop strong relationships with client and escalation groups in order to ensure forwarded requests are completed in timely and efficient manner.
- Provide an escalation path for Level 1 analysts and provide coaching and mentoring on issues that do not need to be escalated
- Primary contributor and reviewe...