Premier NX

Associate

• Diagnose and resolve technical issues reported by customers via email, phone calls, or support tickets
• Handle incoming customer inquiries and requests through email and phone calls in a professional manner
• Continuously monitor system performance and network conditions to proactively identify potential issues
• Prioritize, track, and manage support tickets in a timely and efficient manner
• Maintain detailed records of customer interactions, technical issues, and solutions provided
• Collaborate with cross-functional teams to escalate and resolve complex technical problems
• Participate in quality assurance activities to ensure the reliability and performance of products
• Adhere to company policies, procedures, and service-level agreements (SLAs) while delivering support services
• Learn new mobile device management and security tools and technologies

Monitoring Associate

Call Center Representative

• Respond to customer inquiries related to accessibility and disability accommodations
• Coordinate services such as: interpreters (ASL or language access), captioning or relay services, alternative document formats (large print, Braille, audio)
• Assist customers experiencing accessibility barriers with products, services, websites, or facilities
• Document ADA accommodation requests in case management systems
• Escalate complex accessibility issues to ADA coordinators or compliance teams
• Educate customers on available accessibility options and services
• Handle complaints related to discrimination or lack of accessibility
• Ensure all interactions follow ADA guidelines and company policy
• Maintain confidentiality and sensitivity in all disability-related communications

Monitoring Associate

ADA Customer Agent – Contact Center