Professional Customer Support Specialist
3 days ago
We are seeking a highly skilled and dedicated professional to fill the role of End User Management Agent. As an integral member of our team, you will be responsible for providing exceptional support to our customers through efficient user management and customer service.
Your primary duties will include processing worklist requests in accordance with strict Service Level Agreements (SLAs), communicating with sponsors and relevant teams regarding client-supported product accounts, and ensuring accurate data entry into our CRM system.
In addition, you will perform database system performance reporting tasks, conduct root cause analysis for alerts and errors generated by supported products, and complete quality control activities for user management tasks completed by other team members.
You will also be responsible for escalating any issues related to user management or SLA compliance to our Shared UM Team Lead in a timely manner.
The ideal candidate will possess excellent communication skills, both written and verbal, and be proficient in Microsoft Office tools, call/contact center ticketing tools, and call management software.
Furthermore, you should have at least one year of experience in user management or data entry, as well as previous experience in SSC/BPO and customer service is desirable.
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