Temporary – Human Monitoring Specialist in Work From Home at Intrado

Job Description
For this opening we will consider candidates from the following locations: , United States |

Basic Function

Responsible for reviewing and classifying potential risks presented in student communications while ensuring adherence to established corporate and departmental policies and procedures; review incoming tickets in the queue and gather the relevant information from the request; utilize internal systems to identify the proper escalation procedures for each client, ensuring the correct parties are being contacted

Job Responsibilities

Human Monitoring Functions – Responsible for reviewing and classifying potential risks presented in student communications while ensuring adherence to established corporate and departmental policies and procedures

Review incoming tickets in the queue and gather the relevant information from the request
Review the information and make an assessment of the potential for risk
If there is potential for risk or harm communicated in the ticket, flag the ticket for escalation and follow established guidelines to properly escalate the issue
Utilize internal systems to identify the proper escalation procedures for each client, ensuring the correct parties are being contacted
Document the resolution for each ticket ensuring accuracy in data that is submitted
Provide demonstrations to clients of processes and answer any questions related to the assigned department that a client may have
Ensure adherence to security and confidentiality policies which includes: Student information, account details, threats, etc.
Research Assistance – Assist in resolving routine issues by identifying issue(s) and researching in a timely manner

Follow research through until resolution
Document all issues thoroughly maintaining department files
Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services
Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels
Minimum Qualifications

Education

High School Diploma or Equivalent required
Associate’s degree from an accredited college or university in business administration, English, or related field preferred
Equivalent work experience in a similar position may be substituted for educational requirements
Experience

Minimum one year of experience in customer support required, preferably in reviewing content for context of communications
Other

Basic knowledge of MS Word and Excel required
Based on department need, may require 24/7 availability

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