Senior Specialist, Client Support
CurrentDeliver services to support the client’s day-to-day needs related to the use of ticketing systems and products. I am responsible for maintaining agreed upon service levels and follow-up as needed with national teams to ensure we are providing timely problem resolution. Responsibilities also include training, ticket printing, and general operational support including installs and upgrades.Responsibilities:Client Service Develop and maintain excellent client relationships Meet and exceed client service level agreements Advise and assist with reporting Coordinate upgrades and hardware replacements at client sites Advise/educate clients within procedural guidelines to ensure a complete solution to their technical or service questions Maintain customer contacts to enable accurate tracking and reporting Process in-house ticket requests Provide onsite event support and rotating after hours office supportHost System & AccessManager Support Remain current with new software/product releases Deliver ticket stock and ticket stock management Create/modify reports Support season ticketing AccessManager/eEntry support customization (rules, exceptions, etc.) Review delete lists with clients Setup scanners, gates, addresses, rules, exceptions, load events, archiveProduct Support Communicate product updates, new features, and functionality to client base Reposition objects and text on existing ticket or invoice template (painter) Provide support and best practices to the client for all TM products including archiving data, loading events, setting rules, adding hardware, and communication to other TM servers Problem Resolution Use troubleshooting techniques and tools to identify the root cause of issues Research client/customer complaints about service levels Work with National/Central support groups to expedite problem resolution
