JOB DESCRIPTION :
â¢Adhere strictly to shift schedule.
â¢Flexibility to changes in shift schedules.
â¢Provide comprehensive Customer / Technical support services to support center customers by phone and or email.
â¢Take all steps to troubleshoot issues reported to them and resolve or escalate to next level of support.
â¢Use all available Knowledge Management Tools during processing.
â¢Take all necessary steps to ensure customer satisfaction at the end of the service.
â¢Create and submit detailed call / email logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call / email logging components.
â¢Confirm and update customer profile information as needed.
â¢Act as first point of escalation for Help Desk Analyst (Level I Analysts) and be knowledgeable on client specific work flow.
â¢Promptly notify management of any potentially âdissatisfiedâ customers.
â¢Follow all documented escalation procedures, including hand off times, for issues requiring counterpart intervention.
â¢Confer with Team Lead to identify trending problems and work to develop solutions to open issues.
â¢Follow all documented procedures to handle open calls / tickets, including monitoring open call / ticket queues, placing follow ups, etc.
â¢Proactively seek and possess business acumen for all clients (internal and or external) supported.
â¢Maintain proficiency in all applications utilized by clients supported.
â¢Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
â¢Assist in the mentoring of Level I Analysts Backup role.
â¢Be familiar with HD Supervisor functions and assume Supervisory responsibility in their absence.
â¢Perform customer support related tasks and special projects as assigned by management.