Job Requirements and Areas of Responsibility
Process:
- Read and understand statement of work for assigned account(s) and ensure Service Desk adherence to contracted service support
- Identify, document and maintain account(s) support processes including:
o Create, correct, and maintain routing instructions in current call tracking system
o Develop account technical solutions and submit to the Knowledge Management Team for Knowledge Base updates.
o Update and maintain the Special Considerations page for assigned account(s)
- Perform account case audits to ensure process compliance. - MOVE TO TL
- Analyze account(s) data and provide trend reporting to proactively drive improvements and enhancements to service support.
- Provide recurring operational reporting to monitor SD performance.
Employees:
- Utilize account specific tools to ensure Agents have the proper access and training to provide service support MOVE TO TL & TRAINER
- Support trainer in development of training documentation and testing materials.
- Provide coaching and feedback to agents MOVE TO TL
- Technical resource for Service Operations team
Communication:
- Provide feedback to Account Teams and Operations management via conference calls, team meetings, reports, etc. on status of account performance and activities.
- Identify and report operational procedure failures to operations management
- Professional and effective communications with agents, AMO's, customers, and management
Leadership:
- Support leadership initiatives to improve and enhance service support within the Service Desk
- Receive and handle calls when required to assist team in meeting metrics requirements
- Perform other necessary projects as required by manager
Skills Requirement
Competencies:
- Customer focused
- High take charge initiative
- Proven documentation skills
- Ability to multitask in a fast-paced environment
- Ability to prioritize
- Strong organizational skills
- Ability to drive projects/tasks to completion
- Strong communication and presentation skills
- Ability to speak clearly with both technical and non-technical customers in a support role
- Technical aptitude
- Strong aptitude for the technology industry
- Ability to spell and use proper syntax in communications and logs
- Ability to perform repetitive tasks
- Ability to work with limited supervision
Professional Experience/Education:
- 2 year or 4 year degree in related discipline or equivalent combination of education and experience
