Call Center Representative 4
Current• First-level support of all inbound calls, generating an incident for all new issues. • Accurately logging, ticketing, and tracking/owning all incidents. • Provide accurate, timely, and professional resolution on all supported issues. • Timely, accurate, thorough and professional follow-up on all incidents. • Quickly identify and escalate high-priority issues. • Accurately triaging/assigning/escalating tickets per current processes and standards. • Efficiently and accurately resolving all assigned incidents. • Identify and document incident resolution and support knowledge. • Provide a high level of professionalism and customer service.• Timely and accurate completion of all assigned duties. • Maintain dependable attendance and schedule adherence.• Currently a back-up lead; responsible for ensuring all cues are up-to-date, create floodgates when applicable and designate incidents to the proper group as well as assign critical or high priority tickets, and assist other support analysts with troubleshooting their tickets.
