Job Description
Overview
Job Purpose: Handles incoming customer calls, emails and faxes related to Aventiv systems, applications and products which includes but is not limited to Aventiv Call Platform (SCP) user interface questions. Responsible for providing detailed initial troubleshooting and problem resolution on basic features & functionality of Aventiv User-Interfaces, applications, third party systems along with supporting general customer inquiries. Responsible for accurately gathering information, generating, and documenting tickets within the ticket tracking system and providing customer responses to inquiries within the defined / measured time frames.
Responsibilities
- Accurately document trouble tickets including troubleshooting steps to final resolution and root cause with full resolution confirmation being obtained from the customer for all owned tickets before closing.
- Answer and manage customer inquiries via incoming calls, e-mails, a...