Tim Ray Email and Phone Number

•Provide telephone and email software support to our external and internal clients on Mercer proprietary software•Interact with internal and external clients/teams via phone and/or email to resolve technical issues with client specific databases•Follow established procedures to track and document calls and emails•Conduct research and troubleshoot complex or advanced inquiries, identifying problems and implementing steps to resolve issues.•Proactively manage full issue resolution lifecycle. Ensure issues are moving through the ticket tracking system effectively.•Assist with software training in both formal and informal settings. Training is with internal and/or external clients. Training sessions are typically web based.•Assist with software implementation and Client Success work.•May be required to project manage small or simple Client Success projects.•Assist with initialization and clean up of client records in our client tracking systems•Participate in ad hoc call campaigns as needed•Provide assistance with special projects as needed