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¦ Duties and Responsibilities |
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Serves as the first point of contact for client inquiries and issues via telephone and email.
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Investigate and troubleshoot client issue to resolve them in a timely manner or escalate to the appropriate support level.
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Documents inquiry/issue process from identification through resolution via the trouble ticketing system through Siebel OnDemand.
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Ensures timely follow-up and resolution of inquiries/issues and escalates when needed to meet the client TAT (Turn Around Time) needs and expectations.
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Ensures client satisfaction through positive interaction with the client as well as comprehensive responses to the inquiries/issues.
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Identifies and escalates questions and/or problems in order to ensure a corrective action is pursued and expedited.
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Performs processes as defined through departmental policies and procedures.
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Manages additional projects as they are assigned.
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Ability to work well in a team environment.
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This position does require some evening work (until 7PM), occasional on-call time, willingness to work overtime and weekends during peak seasons.
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¦ Qualifications and Core Requirements: |
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Excellent verbal and written communication skills
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Dynamic and positive customer relationship ability
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Highly organized and detail oriented
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Ability to respond professionally and timely to inquiries/issues
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Bachelor’s Degree in Business Administration, Computer Science, or similar
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1-2 years of customer service or technical service experience.
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