Job Description

• Answer incoming tickets and requests by email, phone calls or directly in ticketing system
• Provide 1st level triage support for reported incidents
• Adhere to Service Level Agreements defined
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude. 
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
• Analyzes and resolves incidents and requests regarding use of application software or hardware.
• Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
• Documents resolutions and updates self-help and staff knowledge bases.
• Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact. 

Required Skills