Job Description
Key Responsibilities
- Handle incoming traffic via supported channels, when necessary, to ensure SLA alignment.
- Serve as the primary point of contact for escalated customer inquiries.
- Collaborate with cross-functional teams to address customer needs and provide timely solutions.
- Own and trouble-shooting new/unknown product issues with a focus on restoring systems to normal service and documenting solutions and updating training materials for the wider audience.
- Technical/Functional Article and FAQ creation, reviews, and modifications.
- Assist with Administration for all internal resources. I.e., Ticketing system and Internal Systems where necessary.
- Assist with support metrics and trends to identify areas for improvement and provide insights to the management team.
- Assist the Services team in driving client retention and growth.
- Generate Program Information Report/RCA documents with a foc...
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