• Answer phones, voicemail, online chat, and email inquiries using best practices as instructed to ensure quality service.
• Provide custom Web-Theming for client sites.
• Determine requirements to resolve inquiries by clarifying information, researching troubleshooting techniques, and/or providing feedback to customer…
• Meet all SLA and KPI requirements as defined by management.
• Document all inquiries, including resolution in a timely manner.
• Responsible for providing our call center help desk with technical support, solutions for network related issues, ticket escalation, ad hoc queries, and reports.
• Assist developing and maintaining policies and procedures for ticket escalations.
• Regularly write knowledge base articles that help other team members with resolving issues.
• Identify other knowledge base needs and assist in drafting information.
• Mentor Advocate Specialists in specialized product areas.
• Prioritize the ticket escalations to meet SLA requirements (Critical, Urgent, Normal, etc.)
• Assist the Technical Support Manager in automating the integrated ticketing system.
• Maintain a central data repository for technical advice and solutions for network systems, software applications assistance, hardware exchange.
• Monitor and work with client sites to ensure exceptional client support and client set-up standards.
• Create and train team members on newly established policies and procedures.
• Build KPI’s and provide reporting statistics for call volumes, tickets submitted, average resolution time, priorities, technical bulletins, information guides issued, trend analysis and other data requests as needed.
• Install and setup equipment and client level software and ensure all documentation is up to date.
• Manage and set up system accounts for internal end users as needed (timeclock, 8×8, Zendesk, etc.).
• Serve after-hours on call when deemed necessary by management.
• Travel possibly to customer’s site to assist in troubleshooting or installation when deemed necessary by management.
KEY DELIVERABLES:
• Increase FCR to 80-85%
• Reduce Escalations by 30%
• Achieve and maintain 90% SLA for escalated Ticket SLA
• CSAT 90
