Communicate professionally, clearly, and appropriately with clients and coworkers.
Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients.
Solve problems effectively in an ever-evolving environment.
Demonstrate proficient knowledge of support processes, problem management tools and procedures.
Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.
Maintain composure under pressure.
Resolve issues of easy-moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
Work effectively both independently and in a team-oriented environment.
Assist other team members.
Provide limited hardware and operating system support.
Effectively utilize available resources.
Accurately record all details and progress in incident tracking system(s).
Provides inbound phone, chat or email software support to resolve easy-moderate client inquiries and problems effectively and efficiently.
Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
Work with clients on analysis, diagnostics and resolution of issues.
Must be on the phone and available to help clients from start time through end time.
Manage multiple customer issues in a fast paced organization and prioritize effectively.
Continually develop product expertise by reviewing new functionality, testing product issues and utilizing internal resources.