Provide operations support. Act as a primary point of contact for service representatives, answering inquiries and analyzing, researching & troubleshooting a wide range of issues varying in complexity related to resource dispatching, case creation, spare parts availability distribution, etc. Provide phone support to field representatives. Able to maintain excellent workload management - balancing multiple tasks efficiently while maintaining a high level of quality in a fast-paced environment. Communicates proactively and effectively with teammates, stakeholders, leadership and other colleagues. Embraces change with a positive attitude. Identifies problem areas and recommends corrective solutions. Maintain documentation according to established guidelines as may be required by specific job responsibilities.
Knows and applies the fundamental concepts, practices and procedures of the particular field of specialization. Significant on-the-job training or formalized education in specific area. Requires some evaluation, originality or ingenuity. Work is varied and may be somewhat difficult in nature but usually involves limited responsibility. Contributes independently or with a team towards a program or department goal or service. Interfaces with internal customers and departments.
Able to work evenings and occasional weekends based on team needs.
Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
Who You Are:
Associate's degree with at least 2 years previous customer service experience or greater than 3 years previous customer service experience
Proven ability to make quick and effective independent decisions
Strong organization and planning skills
Ability to handle multiple functions at one time
Efficient and effective oral and written communication skills Intermediate computer skills including the ability to do some advanced functions within various software packages
Ability to develop expert product knowledge for areas of responsibility
Preferred:
Associates Degree in related field with at least 2 years previous RSN customer support experience
Previous experience with SAP, Salesforce, and ServiceNow CRM platforms
Experience with Google Suite, specifically Google Sheets, Google Docs, Google Slides, and Google Forms
Previous experience in a fast paced call center environment