Vacancy expired!
- Act as a point of contact to support service users and customers across the organization
- Should be willing to work in shifts and provide 24/7 support
- End to End ownership of tickets and update tickets periodically
- Answers intermediate level calls and creates and/or updates trouble tickets or service requests for all client calls, emails and user created tickets - documenting all activities completely and accurately in the ticket.
- Manage support requests that can come through a range of channels such as email, chat, and telephone
- Troubleshoots moderate level support issues and provides timely resolution.
- Obtains assistance with, or escalates, complex problems to more senior support technicians for resolution.
- manage support requests that can come through a range of networks, such as email, chat, and telephone.
- Implements updates, software installation and system configuration to ensure equipment is functioning properly for AEP users.
- Maintains a targeted cadence during support calls by utilizing available tools effectively, asking clarifying and guiding questions of the client, and effectively using available training and support documentation.
- Creates and/or updates appropriate support documentation for the benefit of the team.
- Escalates process issues and/or dissatisfied client concerns to supervisor
Vacancy expired!