Customer Support

• Troubleshoot and resolve complex user issues across MC&FP digital tools, including product catalogs, checklists, SSO, search, and interactive features.
• Reproduce reported issues to identify patterns, root causes, and potential fixes.
• Coordinate escalations to engineering, architecture, cybersecurity, or Tier 3 support when needed.
• Provide clear, user-centered communication on issue status, workarounds, and resolutions.
• Support service outage triage, gathering screenshots, logs, and behavioral details for diagnostics.
• Execute knowledge base procedures, update troubleshooting guides, and contribute to SOP improvements.
• Ensure accurate documentation of issue details, troubleshooting steps, and outcomes within ITSM tools.
• Assist in user experience improvements and advocate for recurring issue mitigation.
• Validate content updates, UI changes, and operational modifications as requested by technical teams.
• Support continuous service improvements by identifying trends and recommending enhancements.

Tier 2 Customer Support Specialist

Customer Service Support Representative – Client Billing

Licensed Customer Service Representative

Bilingual Licensed Customer Service Representative

Lead Customer Support Associate

Customer Service Representative