General Summary:

Under general supervision, responsible for responding promptly and accurately to support requests from clients and team.

Essential Duties & Responsibilities:

• Provide expert solutions to complex customer issues in an accurate and timely manner as specified within company standards and guidelines.
• Record an entry for every customer contact in the CRM.
• Document issues and resolutions thoroughly in the CRM.
• Maintain and increase quality and technical evaluation scoring
• Perform mentoring to TSR representatives.
• Perform data analysis and editing of customer data
• Perform call escalation and handle escalated calls following escalation procedure as needed.
• Provide input for training based on call escalations.
• Perform collection of data from customer site following HIPAA guidelines where applicable.
• Resolve conversion issues.
• Resolve live-line calls, email, fax or other methods of contact as needed or directed by supervisor.
• Attend tradeshows.
• Provide input for new products, features, product usability and supportability.
• Notify supervisor on call escalations as needed.
• Maintain and increase product knowledge on applicable products/applications via training, documentation and personal research.
• Submit proposed solutions to complex issues in knowledge base and internal/external documentation.
• Perform shift work as scheduled.
• Perform pager coverage as scheduled.
• Perform any tasks as directed by his/her supervisor.

Required Knowledge, Skills and Abilities

• Demonstrates skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and in effective working relationships with other service/support groups.
• 36 months experience in an inbound call center environment.
• Associate's degree in a related field or a minimum of eighteen months experience in a technical related field.
• Preferably with the Associate's degree, one (1) year experience in a technical service-related field and a thorough knowledge of operating systems and MS applications.
• Bilingual preferred.
• Excellent verbal and written communication skills and the ability to make decisions independently.

Measurements

See Individualized Growth Plan - Support Career Path and Technical Support Performance Appraisal for measurements

Compensation Disclosure:

Actual compensation packages take into account a wide range of factors, including but not limited to, skill sets, relative education and certifications, depth of experience and other business and organizational needs. The total compensation package for this position may also include medical/dental/vision benefits, 401(k) Employer Match, Paid Time Off, an annual performance bonus and/or other applicable compensation plans.