Advocate Engineer Level 1- Remote within NC, TN, TX, VA, FL or NH Only
Answer phones, voicemail, online chat, and email inquiries using best practices as instructed to ensure quality service.
Provide custom Web-Theming for client sites.
Determine requirements to resolve inquiries by clarifying information, researching troubleshooting techniques, and/or providing feedback to customer...
Meet all SLA and KPI requirements as defined by management.
Document all inquiries, including resolution in a timely manner.
Responsible for providing our call center help desk with technical support, solutions for network related issues, ticket escalation, ad hoc queries, and reports.
Assist developing and maintaining policies and procedures for ticket escalations.
Regularly write knowledge base articles that help other team members with resolving issues.
Identify other knowledge base needs and assist in drafting information.
Mentor Advocate Specialists in specialized product areas.
Prioritize the ticket escalations to meet SLA requirements (Critical, Urgent, Normal, etc.)
Assist the Technical Support Manager in automating the integrated ticketing system.
Maintain a central data repository for technical advice and solutions for network systems, software applications assistance, hardware exchange.
Monitor and work with client sites to ensure exceptional client support and client set-up standards.
Create and train team members on newly established policies and procedures.
Build KPIs and provide reporting statistics for call volumes, tickets submitted, average resolution time, priorities, technical bulletins, information guides issued, trend analysis and other data requests as needed.
Install and setup equipment and client level software and ensure all documentation is up to date.
Manage and set up system accounts for internal end users as needed (timeclock, 8x8, Zendesk, etc.).
Serve after-hours on call when deemed necessary by management.
Travel possibly to customers site to assist in troubleshooting or installation when deemed necessary by management.
KEY DELIVERABLES:
Increase FCR to 80-85%
Reduce Escalations by 30%
Achieve and maintain 90% SLA for escalated Ticket SLA
CSAT 90
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