Roles and Responsibilities:
Communicates with end users to clarify and define requirementsProvide comprehensive Customer/Technical support services to support center customersWork within Service Level AgreementsAbility to quickly adapt to changing priorities and fluctuations in workflow are requirementsTake all steps to resolve issues reported to them and or escalate to the appropriate contactUse all available reference materials to help resolve the customer’s issue/Take all necessary steps to ensure customer satisfaction at the end of the serviceCreate and submit detailed call/email logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call /email logging componentsPromptly notify management of any potentially “dissatisfied” customersFollow all documented escalation procedures, including hand off times, for issues requiring immediate management interventi...