SUMMARY : The Technology Support Representative I is responsible for delivering best in class technical support service through processing both internal and external inbound calls and support tickets via the Salesforce application.
Documents, responds, and resolves technical support requests as submitted from internal colleagues, PMO staff, client users, etc.
Accesses and utilizes the customized knowledge libraries and / or supplemental resource collateral provided to triage and resolve cases.
Possesses exceptional communication skills (verbal and written) to promote positive and timely exchange necessary for case handling.
Maintains and upholds case response quality, response time, concise content, grammar, punctuation, and support standards as outlined within the performance indicator.
ESSENTIAL DUTIES AND RESPONSIBILITIES :
Answers and processes all technology application support inbound telephone calls and incident case submittals in a timely manner and according to established SLA’s
Utilizes Salesforce Ticketing System, Internal Technologies, like CRM software and / or ATS systems, to effectively track cases, detail support activities and manage tasks
Utilizes internal Pontoon equipment (i.e. Laptop, Outlook, Lync, MSWord, etc) to access and deliver support as applicable
Comprehends Vendor Management Systems (VMS) functionality, work-flow and dependencies in order to troubleshoot, issue replicate and / or escalate cases for resolution
Accesses standardized responses, SOPs, FAQs and processes necessary for case resolution protocol
Assesses customers' support needs, then provides resolutions or refers them to other support channels within the organization
Acts with flexibility to regularly rotate through different technical specialties and skill sets
Adapts well to changes as products evolve
Escalates issues according to standard escalation process and protocol
Supports various program enablement technologies such as VMS tools, ATS, Internal Pontoon tools.
Drafts internal documentation, SOPs, and / or FAQs
Supports various Technology Support teams
Participates in special projects and performs other duties as assigned.
EDUCATION / EXPERIENCE & OTHER POSITION REQUIREMENTS :
Bachelors Degree or equivalent.
Minimum of one (1) to three (3) years experience in a customer service environment or equivalent.
Minimum of one (1) to two (2) years experience utilizing an incident tracking systems (i.e. Salesforce, Contactual, etc) or equivalent.
Good communication skills
Amenable to work on night shift