This individual will part of a Service Desk pod that supports our clients. Will provide a more white glove support experience to clients. You will work within your pod to handle incoming support requests and communicate with clients.

Responsibilities

On-site Appointments

· Preparing and executing all on-site appointments with a demeanor that upholds and strengthens our core mission statement

· Identifying important client-initiated scope changes unrelated to your original appointment deliverables, and handing them off to our remote support team in a way that prevents client care situations

Queue and Ticket Management

· Working with your team to support your clients by ensuring that your tickets are handled according to best practices

· Actioning appropriate escalated tickets from the Service Desk, and tickets assigned directly to the Service Desk

· Managing your calendar and workload to respond to requests within our contractual SLA requirements

· Recognizing and informing the Service Desk Queue Manager and SM when you are at your limit to handle incoming requests so they can react and maintain our SLA commitments

· Correctly accounting for your time and properly documenting your assigned tickets, as well as updating our internal documentation according to best practices

· Properly prioritizing and escalating tickets, client care situations and potential sales opportunities in a timely manner

Client Management

· Treating our clients and your team with professionalism, respect, patience and care

· Maintaining excellent communication with clients and your team to ensure tickets are properly handled and clients are well-informed of the ticket progress

· Serving as the preferred touch point for incoming requests for certain clients

· Retaining technical and client personality knowledge required to provide excellent customer service for your preferred clients

Technology Management

· Reading, learning, and mastering all relevant best practice documentation for your position, including ticket management, technology and security standards and time tracking

· Staying current with our technology standards, tools and methods, as well as with their underlying technologies