Provides telephone, email, and web submission support for the enterprise’s customer facing portals and is the main point of contact for portal users. This support includes exceptional customer service, troubleshooting, and user technical support. Using common trouble-shooting techniques and questions the agent will attempt to resolve the issue using a documented fix or workaround on initial touch or contact. Work Hours: Monday - Friday 11:30am - 8:00pm Receives customer calls and communications in a courteous manner. Documents accurately all inquiries/concerns. Records the details of the incident or request into the call ticketing system, including actions taken. Assesses the impact and urgency of the issue and sets priority according to standard. Attempts to resolve the issue using a documented solution or workaround in an attempt at first touch resolution. Provides support to customer questions in addition to aiding with issues. In the case of a workaround, determines the correct path for a permanent solution and routes the ticket according to established protocol. Uses approved communication methods to notify customers of scheduled and unscheduled disruptions. Follows support procedures through training guides, knowledge-based articles, and job training. Participates in the creation or update of documentation. Analyzes the effects of the introduction of new services, applications, or security parameters on customers and tech support workload volume. When possible, monitors call volumes and trends that may indicate a serious interruption is in process. Communicates and coordinates with the appropriate internal departments to resolve customer concerns/issues. Manages critical or major impact incidents by participation in the event and maintaining a calm presence and following protocol established. Follows up on issues that require further research for resolutions in a timely manner. Escalates issues to 2nd tier support, as needed based on issue procedures. Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

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