Center of Excellence Specialist

Responsibilities:
• Provide first level phone support, performing problem recognition, research, resolving hardware & software issues
• Diagnose technical issues and assist inexperienced or nontechnical end-users in resolving issues
• Foster happy customers and build strong case studies by managing customer needs and optimizing their business strategies and day-to-day life.
• Record and/or maintain accurate information within the ticketing system
• Interface directly with customers to ensure their issue(s) are resolved and a superior customer experience is provided
• Serve as the “voice of the client” by communicating feature requests and pain points to support team leadership
• Prioritize own workload effectively and with attention to detail; provide fast and accurate follow up to clients
• Operate as the lead point of contact for all matters specific to customers assigned to you
• Assist with updating support guides upon request