• Assisting clients with questions and concerns via email and phone• Manage shared regional/personal mailboxes• Senior associate for escalated issues• General daily coverage for telephone, written and email inquiries• Collaborate on weekly remote projects• Continuous analysis of documentation provided by clients• Review/processing requests forms

• Respond to quality and process issues• Assist staff with emergency technical support• Train new hires while following job instructions• Provide support to all areas of department needing coverage• Troubleshoot technical issues advised by staff• Collaborate with help desk associates so minimize incident reports• Communicate all technical incidents with tech team verbally and in written form

• Resolve frequently asked and escalated customer inquiries in a professional manner with an emphasis on diplomacy, tact and sensitivity• Quickly and creatively resolve problems to ensure consistent quality service to test-taker, parents, and school administrators. Accurately logged all incoming calls to ensure accurate data collection and analysis• Utilize multiple databases and computer systems simultaneously• Review and process customer information into databases to ensure that the company processes were being filled.