Job duties:
• Handle external customer contact effectively and efficiently
• Resolve customers’ issues to ensure customer satisfaction
• Communicate and work effectively with internal customers
• Advise customers of possible options/solutions; service improvements, user training issues, single-sign on and self-service options
• Troubleshoot and explain technology issues to customers
• Enter customer interaction information in RAPID in order to capture data on every interaction per documented procedures
• Work on assignments that vary widely in nature
• Follow established procedures to resolve customer incidents and request and refer case to appropriate resource for resolution
• Retain accountability for problem resolution until Case Manager has been assigned
• Escalate as required
• Identify knowledge base solutions for both internal support use and external customer use
• Recognize and recommend changes to applications based on customer experience and ease of use
• Execute customer notifications as assigned
• Advise product management on customer issues during launch period
• Recommend changes to online help, user documentation and training material
• Work with appropriate Product Support Managers
• Provide backup during critical incident management coverage
• Provide input for root cause analysis for product/service performance
• Track open problem/resolution logs to drive closure and management of customer expectations
• Answer customer calls, emails and web inquiries
• Diagnose problems and perform first and second level troubleshooting
• Refer callers to appropriate next level support group or other teams
• Responsible for reporting, referral, and tracking of incidents, requests and problems
• Monitor systems and applications for problems or trends
• Research EDI data for message retrievals and retransmission to customers
• Answer