Provides front line problem diagnosis and tracking for all IS customer problems. Assesses the severity of all problems and assigns them appropriately within problem management guidelines. Communicates to customers for planned and unexpected outages. Monitors the status of pending calls while keeping the customers updated on the status of their call. Follows up on all completed calls to ensure customer satisfaction.

 

- Adheres to IS Business Practices, Security Policies and Project Methodology

- Consistently answers calls in less than 3 rings with the standard greeting

- Logs all customer calls in Magic Service Desk without exception and without direction while speaking to the customer

- Identifies repeat problems and problem trends to the Customer Support Supervisor.

- Independently identifies and resolves 50% of customer problems while they are on the telephone

- Documents new procedures and actively uses tools and resources (knowledge bases, troubleshooting procedures, remote control, Wallboard)

- Follows up on 90% of Calls & Work Orders within 2 business days of resolution

- Actively pursues and documents status of open calls

- Provides accurate and timely communications to the customer regarding technical information of interest (Planned Outages, System Upgrades, and Unexpected Outages etc.)

- A high degree of flexibility in providing coverage for the team is expected.

- Expands technical knowledge through education and cross training opportunities

 

Technical certificate, Associates degree in related field or a minimum of 6 months customer service experience required. Proficiency in MS Windows and MS Office. Excellent written and oral communication skills along with the ability to interact in a professional manner with all levels of staff and management. Strong customer service approach required as well as ability to multi-task effectively.