Web Support Mailbox

Illinois  ‐ Onsite
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Description

Summary:
  • The Web Support Mailbox provides tickets from the customer care center
  • If the Care Center cannot address the ticket themselves, they forward it along to this team via the inbox. This contractor would be responsible for taking these tickets through to completion (addressing themselves if possible or involving other internal teams as necessary ie IT for bug fixes, etc.)
  • Sometimes the analyst is able to address the issues directly via email with the customers
  • Occasionally may have to open an investigation with IT and work hand-in-hand through resolution
  • emails per month come into the Web Support Mailbox
  • Need contractor to be able to look at trends as those tickets come in to pay attention to the overall health of the site
SKILLS:
  • Analytical
  • Customer Service
  • Ability to blend what is happening on the IT side to make the customer experience better
  • Good organization/follow through
  • Bachelor's degree preferred
  • 3-5 years experience preferred
  • A web/mobile background would be helpful, but contractors will be more focused on the web support rather than true marketing functions
  • Light deskside support experience could be helpful as long as they are comfortable with the level of customer service the role will require.
  • Help desk background would be considered, but would need to have external facing experience with customers
Start date
n.a
From
Synectics
Published at
27.05.2016
Project ID:
1137264
Contract type
Freelance
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