Job Description
POSITION DESCRIPTION
Reporting to the Support Manager, the Support Specialist will:
- Ensure customer requirements are met with consistently high quality of service
- Identify the need for new enhancements to existing software
- Engage appropriate internal resources to resolve technical issues and update our customers on progress toward resolution
- Ensure that each support issue and resolution is adequately documented
- Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement
- Determine which issues require software support and redirect those that do not to the appropriate resolution team
- Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
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