Vacancy expired!
Essential Duties and Responsibilities:
Answer incoming calls in a professional manner and gather all necessary information.
Review incoming emails and forward to appropriate department or person.
Review Voice Messages.
Post issues to Hot List Chat.
Manage timeliness of Hot List Responses (i.e. call back, proper documentation, and most importantly, proper closure of case to client's satisfaction.)
Meet with Tech Support team first thing in morning to review case load and priorities.
Meet with Client Services Manager daily to review priorities and outstanding issues and caseloads.
Discuss work flow priorities.
Escalate issues to Client Services Manager that fall out of support team's realm and require other department follow up (i.e., Sales, Tier 3 support, Executive team).
Review Open Cases Report daily, escalate cases not worked in two days.
Schedule all necessary training with clients. Include time, date, resource, contact information and confirmations.
Provide feedback on status, challenges, and recommendations for possible resolution.
Discuss any open issues with scheduling, escalations, etc.
Act as a backup resource to the Client Services Department as needed or directed by the Client Services Manager.
Provide client support via E-Mail, phone and another electronic medium.
Other duties as assigned.
Vacancy expired!