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Key Areas of Responsibility

  • Providing technical support to clients on computer applications and hardware (e.g., PCs, servers, mainframes).
  • Answering questions regarding system procedures, online transactions, systems status and downtime procedures.
  • Collaborating with network services, software systems engineering and/or application development to identify problems and restore service.
  • Maintaining a troubleshooting tracking log to ensure timely resolution of problems.
  • Resolving at least 240 Tier 1 technical support issues per month.
  • Responding promptly to all incoming client issues by phone, e-mail, or chat within 15 minutes.
  • Following standardized operating procedures as much as possible and creating new procedures when required.
  • Ensuring the team "Today not Tomorrow" score is 65% or greater.
  • Ensuring personal "Customer Experience Score" is greater than 90% by delivering fanatical service.
  • Maintaining a quality assurance score above 80%.
  • Ensuring tickets follow the proper standard operating procedure by assisting with the quality assurance of tickets.
  • Participating in daily huddles to help ensure the daily success of the Client Support team.
  • Passing two certification exams per year.
  • Performing other duties and tasks as required.

If this sounds like you, click here to apply.