Key Responsibilities

• ​Analyze customer issues and questions, including inoperability or inaccessibility of a system, module or function.  Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations. 

• Track customer reported problems following ticketing procedures. 

• Effectively work with  internal resources and 2nd level support groups as needed for ticket resolution. 

• Ensure timely follow-up and resolution of customer requests following established severity level guidelines and Expected Completions Dates. 

• Maintain ongoing communication with internal departments (i.e. Sales, Marketing, Product Support) to ensure customer satisfaction. 

• Identify and assess departmental/individual training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades. 

• Ensure individual/departmental objectives are met. 

• Complete various administrative activities (e.g. time reporting, email, vmx…). 

Experience, Education and Certification: 

• High school diploma or GED, a Bachelor’s degree in communication or business is preferred . 

• No prior experience required. 

• PC experience in a Windows operating environment with strong typing ability preferred. 

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) preferred. 

• Customer service experience preferred. 

• Bi-lingual preferred (English and Spanish, Portuguese, Mandarin, etc). 

Additional Requirements: 

• Excellent interpersonal, verbal, and written communications. 

• Ability to work with minimal supervision and, in some cases, such as off peak hours, weekends and holidays.