Customer Support

• Operate the Process and Tools Support Desk, including monitoring support channels, capturing requests and providing Tier-1+ response within the SLA rules.
• Develop and maintain usable and useful Dashboards, FAQs, and Job Aids for the delivery of superior service support.
• Guide access requests through the approval process
• Gather information and requirements for enhancement requests
• Identify, troubleshoot, and resolve Tier 1 support requests. Escalate complex issues to Tier 2 support as needed
• Conduct periodic online support sessions allowing users a scheduled window to present and troubleshoot unique questions and utilization requests.
• Work with the internal team to plan upgrades, adoption campaigns, and coordination of requests for enhancement.
• Execute advanced reporting for Test and other workstreams. Participate in request review and prioritization working teams.
• Support tools and access delivery workshops, forums, and Tiger Teams.
• Engaging in Partner on-boarding coordination.
• Keep internal documentation up to date as required by system changes.
• Contribute to the development and maintenance of a knowledge base of common issues and solutions. Develop training documentation and how-to guidance.

Service Desk Support Specialist

Field Training and Product Support Specialist

Customer Care Representative – Licensed Candidates Only

Inside Sales Support Representative

Customer Experience Associate

Director of Customer Support