Job description
Management Level H Essential Duties:
- Provides day to day client advice, working to maintain strong client relationships.
- Under general direction, assists business owners and stakeholders in defining business and system requirements.
- Responds to basic unresolved production support issues and participates in analysis and resolution on behalf of the business, escalating more complex issues to senior colleagues.
- Under general supervision, assists in solving problems for clients, ensuring that SLAs and KPIs are met.
- Communicates client requirements to operational teams when applicable.
Minimum Qualifications
Education
- Bachelor’s degree from an accredited college or university required. Equivalent work experience in a similar position may be substituted for educational requirements. Experience
- At least 1 year of experience in a client-facing position required. Experience in support of complex products preferred. Other
- Communicates clearly with clients via phone, email, and chat
- Responds to basic client support inquiries, ensuring they are handled in order of priority
- Participates in analysis and resolution of unresolved support issues, escalating more complex issues to senior colleagues
- Performs administrative duties including account and user maintenance
- Delivers outcomes using good interpersonal skills and organizational skills
- Embraces collaborating with teammates
- Ability to work occasional overtime during high volume periods
- Knowledge of other Notified service offerings
- Requires guidance on task initially and requires supervision. Is working in a smaller defined area of the role, this continues to expand as the employee gains more confidence and capability.
- Applies general knowledge of business developed through education or past experience
- No supervisory responsibilities; accountable for developing technical contribution
- Uses existing procedures to solve standard problems; analyses information and standard practices to make judgments
- Exchanges straightforward information, asks questions and checks for understanding
- Displays demonstrated knowledge of, and ability to use and learn various technology tools Please note any offer of employment is subject to satisfactory pre-employment screening checks.