In this role, the selected candidate will assist customers with questions or issues regarding their accounts received via phone and/or correspondence; call are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
In this role, you will be responsible for all aspects of quality client service. Responds to client inquiries and concerns and assists client with timely resolution of problems. Ensures that the client receives full value from the Major Markets product. Proactively ensures ongoing client satisfaction and high client retention.
In this role, the selected candidate receives escalated incidents from the First Line support team via corporate incident management system; incidents are initially raised by property managers and clients.
The CSE is our field representative that performs service for our customers at their sites. The CSE is responsible for repair and care of equipment under contract, for relationship management with the site customers and assuring SLAs are met within their defined area.
Review incident, troubleshoot, search for root cause (in certain cases), document incremental steps towards resolution. Conduct specific data work including set up of master file records, owner records, banking information and general ledger accounts.
In this role, the selected candidate will monitor incident queues for issues and take ownership and assist customers as required; monitor and report on PC issues, escalate issues; work with other teams including SCCM, Active Directory, Security, and the IT Service Desk.
In this role, you will be responsible for understanding of basic Networking principles, including network troubleshooting for connectivity issues, DHCP, DNS, use of tools like PING, NSLOOKUP and NETSTAT.