Job Description

Description

:

This is an internal customer support position but it is not technical support.

SUMMARY:

Provide operational assistance for Customers through analysis, training, documentation, and resolution within designated areas of expertise.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Provide support services using internal and external applications
  • Escalate issues based on business impact and service level agreement (SLA) requirements.
  • Thoroughly document incident activities
  • Have an understanding of support service concepts and be able to identify the differences among events as incident or problem.
  • Escalate and coordinate communication across functional groups.
  • Act as a point of escalation for Tier I staff.
  • Provide shift coverage as needed.
  • Monitor document submission, formatting and data entry to ensure timely and accurate recording.
  • Identify inef...

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