Description
Background:
Within eBusiness Operations, Tier2 performs 2nd level support for the client.org application. This includes 2nd level support for members', prospective members', and brokers' technical questions and issues.
Job Description
The eBusiness Production Support team provides 2nd level technical customer support to Members, Prospective Members, Brokers, Employers, and Customers using the public website. This individual will report to the Manager of eBusiness Tier 2 Production Support and be responsible for answering technical questions, troubleshooting, resolving users' issues. This individual should have requisite experience in meeting and exceeding customer SLAs. This role requires flexibility to be available for oncall, 24/7 rotational support.
Responsibilities:
- Respond to technical support questions and issues from members, prospective members, Brokers, Employers, and Customers using the website that have been escalated to Tier 2 from the Tier 1 Call Center or internal Helpdesk in a timely manner.
- Troubleshoot technical problems that users encounter while using the website, provide user account maintenance, and supply solutions derived through research and troubleshooting.
- Communicate professionally with members, brokers, employers, customers, users, and co-workers as well as track/update information in the Call Tracking Systems (Vantive and/or Remedy).
- Collaborate with technical staff, both internally and externally to resolve outstanding issues.
- Provide oncall site support for critical site issues on a 24/7 rotational basis.
Skills and Experience:
Experience and Education:
- A college degree is preferred and minimum of 6months + of Information Technology experience or related work experience.
- 1 - 2+ years of experience in a customer facing role, preferably in a Technical Customer Support type of position.
Technical Skills:
- Experience with Web browser technologies (IE, Firefox, Safari, etc.) and the Internet as well as Microsoft Office Suite, Microsoft Windows (XP, 7, etc.), and email clients (Lotus Notes, Outlook, etc.) a must.
- Excellent troubleshooting skills.
- Knowledge of supporting n-tier web based applications and infrastructure including Java, Application Servers (WebSphere, WebLogic, etc.), Web Servers (IBM Http Server, IIS, etc.), Web Services, XML, HTML, and Networking protocols (TCP/IP, SSL, etc.) a strong plus.
- Experience with RDBMS (Oracle and UDB/DB2) and SQL a strong plus.
- Experience with Portal technologies, in particular WebSphere Portal a plus.
Performance Skills:
- Must have a passion for providing excellent customer support to all types of customers as well as impeccable verbal and written communication skills.
- Must possess organizational proficiencies to multitask and work in a fast-paced environment with minimum supervision.
- Must be a team player and have the ability to interact with multiple levels of personnel within the organization.
- Must be highly motivated, self-starting, and committed to achieving results and have a strong sense of ownership and follow-through to resolution.
- Must have strong problem solving skills and be able to come up with creative and flexible solutions.
Top Daily responsibilities:
Respond to member problem reports
Respond to member emails
Diagnose member issues
Update problem tracking system
Top Required Skills:
Basic understanding of web technology
Strong listening skills
Patient and clear oral communication
Clear written communication
Desired skills: Remedy