Found Description
Roles and Responsibilities
- Communicates with end users to clarify and define requirements
- Provide comprehensive Customer/Technical support services to support center customers
- Work within Service Level Agreements
- Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements
- Take all steps to resolve issues reported to them and or escalate to the appropriate contact
- Use all available reference materials to help resolve the customer’s issue
- Take all necessary steps to ensure customer satisfaction at the end of the service
- Create and submit detailed call/email logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call/email logging components
- Promptly notify management of any potentially “dissatisfied” customers
- Follow all documented escalation procedures, including hand off times, for issues requiring immediate ma...