Nicki Thomas Email & Phone Number

Topsfield, Massachusetts

Topsfield, Massachusetts

Administrator and subject matter expert for multiple internal processesServe as an escalation point for Customer Satisfaction teamsRun SQL queries as requested by managementProvide customer support by responding to cases, reporting service tickets to other departments, and creating enhancement requestsCreate and present internal trainingsParticipate in customer conference calls with members of sales teamsOptimize and document internal workflows (both individually and collaboratively)

Partner with a dedicated group of implementation specialists to provide support during customer onboarding period including:1) Customization and branding of accounts2) Troubleshooting issues3) Creating enhancement requests4) Reporting issues to other teams via CRM ticketing system.Administrator and subject matter expert for multiple internal processes.Create, compile, and edit internal user documentation and FAQsCreate internal SOP documentationHelp maintain customer-facing help documentationCreate and present internal trainingsParticipate in new product testing

Field customer support cases including product questions, troubleshooting, and product enhancement requestsAssist in training and onboarding of new hiresCreate and modify internal support documentationHelp maintain customer-facing help documentationFacilitate product improvement by acting as as a liaison between customers and internal development and content teams

Foster relationships with content vendorsResolve service issues entered by the Customer Satisfaction team.Modify and load vendor metadataMaintain electronic resource content on EBSCO's online resource management productsParticipate in requirements gathering and writing processes.Created and maintained internal user documentation

Applying for and maintaining life and variable annuities licensing for investment reps.