About the role
Answers inbound customer calls and / or transforms information from any customer service channel into the ticket system.
Checks to ensure reported incidents are covered by contract and that all caller information, including address details, are correct - retrieves customer agreement on cost if no contract exists.
Engages with customers to further understand reported issues and provide guidance, according to solution tree and knowledge base protocol, to diagnose and solve incidents (that is, , password resets, software configuration, etc).
Uses remote tools to troubleshoot, analyze and resolve technical issues.
When resolution is unsuccessful, escalates issues according to established procedure and informs customer of next steps.
Monitors the Universal Work Queue (UWQ) revision of assigned tasks, creating and updating tickets to reflect changes (that is, , cancelations, additional information).
Informs manager or dedicated IRM team in case of customer escalations.
Documents all activity and updates the appropriate knowledge management, reporting and other systems.
