Log and classify all calls and requests for assistance in the call tracking database. Respond to customers’ inquiries relating to technical issues with software, online or electronic products May respond to inquiries regarding a specific or more complex product (based on complex technologies or multiple products) or customer (based on customer size or revenue tied to customer).
Filter and escalate inquiries as appropriate. Manage the resolution process for customers relating to data and applications.
Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution. Follow the appropriate company policies and procedures to respond to routine customer issues, resolving as many queries as possible on the first call.
Knowledge & Skill :
Entry level professional roles requiring a discipline specific degree or the equivalent work experience that provides knowledge and exposure to fundamental theories, principles and concepts
General professional and conceptual knowledge of theories and principles within a field
Basic understanding of the roles of relevant functional groups within own area
Applies general knowledge of business, developed through education, to make informed judgements
Scope of Impact :
Provides guidance or specialized services that directly support or affect results within one functional area
Works within the area and uses professional procedures and practices to achieve objectives
Exchanges straightforward information, asks questions and checks for understanding
Free to determine the approach used to address routine professional issues
Strategic Planning & Decision Making :
Identifies and solves complex issues using existing policies and procedures
Understands, interprets and sets personal priorities for reaching goals
Uses general professional or specialized knowledge to solve routine problems
Decisions are guided by policies, procedures and own business plan, impacting the efficiency and effectiveness of own area