A Day in the Life
- Provide technical solutions in real time to external customers that are received via web portal, e-mail, and phone
- Independently resolves nearly all low complexity and most basic baseline functionality support cases
- Documents client interactions, including details of inquiries, complaints, comments, and actions taken
- Research case resolutions when needed to ensure thorough and accurate responses are provided
- Provide customers with application best-practice and software set up advice
- Track reported cases in internal database, following company procedures and ensure quality targets are achieved
- Proactively follow up with open cases on a regular basis, updating customers as needed
- Other Skills:
- Strong communication and interpersonal skills- including relationship building, collaboration and verbal/written communication.
- Strong organizational skills and excellent time management skills
- Ability to prioritize work and handle multiple tasks
- Attention to detail
- Drive to research and problem solve +troubleshooting skills
- Basic T-Accounting preferred (knowledge of ledgers, debits, credits, etc a plus)
- Knowledge of CMD network commands (Ping, Nslookup, Tracert, etc.)
- SMTP Configuration knowledge preferred
- Understanding/troubleshooting skills for webserver file structures/layout preferred