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Primary Duties and Responsibilities:
Provide and track 1st level customer and sales support for self-service tools and related systems. Provide Help Desk support for a geographically dispersed customers and sales. Participate in self service tool and system improvements and problem resolution.
* Daily assist customers and internal users to resolve issues and address questions regarding self service tools, technical support, and available functionality
* Perform self-service help desk tracking and reporting of user calls and requests; assist with analyzing self-service reports and metrics
* Troubleshoot and track system errors
* Communicate regularly with system and process experts, and provide leadership to help resolve issues
* Execute regression and patch testing on self-service tool functionality and maintain test plans
* Participate in self-service system requirements
* Assign new user accounts, address user access issues, and conduct user account audits
* Participate in communication to users regarding tool and/or system changes or events, system maintenance/downtime, basic changes in functionality, etc.
* Participate in maintaining self-service reference materials
* Maintain effective, concise and professional communications with internal teams and external customers
* Provide information and insight to management and team members to resolve service related issues. Participate in the identification of deficiencies, development of solutions, and implementation of action steps to resolve problems and ensure customer satisfaction
* Provide information and insight to explain or resolve discrepancies and issues of customer dissatisfaction with peers and leadership
* Work closely with Customer Service, Claims, and other customer focused teams to ensure consistent and accurate information to our users
* Performs other duties as assigned
Qualifications: Education/Knowledge/Experience
* Bachelor's degree in Business or related field required
* 1-3 years related work experience in Customer Service, Claims, Manufacturing, Quality Assurance, or Sales
* 1-3 years job specific experience and any combination of education and training which provides the required knowledge, skills and abilities to perform the essential functions of the job
* Experience interacting with customers and/or internal teams
* Knowledge of customer service and self service tools
* PC support related experience, helpful but not required
Competencies:
* Ability to work in a high-pressure environment and render problem-solving resolutions
* Excellent problem-solving and analytical skills to evaluate logical connections between user questions and systems
* Strong technology aptitude with excellent Web, Word and Excel skills with a well-developed troubleshooting ability
* Proven customer service and team collaboration skills
* Ability to effectively exercise discretion and judgment when interacting with users
* Ability and willingness to accept responsibility
* Ability to provide support and train various levels of users via phone
* Ability to manage multiple tasks, efficiently prioritize personal workload, and embrace new challenges
* Must be detail oriented, customer-focused, and intent upon providing quality service
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