Ervin Pontanar Email and Phone Number

- Provide client advocate support through ad hoc issue resolution, and perform escalations (e.g. billing queries not resolved, order not progressing) when necessary across various internal organizations and communicate to customer/sales within mutually defined timelines. Drive Repair issues to the VEC to be able to get the latest statuses or updatesSLA Management: Service Level Agreements are usually listed in the customer's contract. e.g. where the customer experienced service outages… Show more - Provide client advocate support through ad hoc issue resolution, and perform escalations (e.g. billing queries not resolved, order not progressing) when necessary across various internal organizations and communicate to customer/sales within mutually defined timelines. Drive Repair issues to the VEC to be able to get the latest statuses or updatesSLA Management: Service Level Agreements are usually listed in the customer's contract. e.g. where the customer experienced service outages, they should receive a credit for it on their bill.- Provide relationship governance (e.g. provide monthly reports, serve as the assigned point of contact, resolve issues) for assigned clients. Facilitate service focused on open action item logs.Perform administration support of standard client deliverables.- Facilitate customer enablement by executing strategies to increase self-service utilization and expand self-service. Drive online and electronic media tool enablement and adoption through proactive campaigns and issue resolution. Show less

- Provides technical support to users by researching and answering questions; troubleshooting problems; maintaining workstation and LAN performance.- Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.Improves client references by writing and maintaining documentation.- Participates in development of client training programs by identifying learning issues; recommending instructional language.- Accommodates client… Show more - Provides technical support to users by researching and answering questions; troubleshooting problems; maintaining workstation and LAN performance.- Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.Improves client references by writing and maintaining documentation.- Participates in development of client training programs by identifying learning issues; recommending instructional language.- Accommodates client disabilities by recommending devices and techniques.- Avoids legal challenges by monitoring compliance with service agreements.- Improves system performance by identifying problems; recommending changes.- Accomplishes information systems and organization mission by completing related results as needed. Show less