1. At least 1-year experience with the field/a client focused role

2. English – proficient level

3. Computer literate

4. Strong leadership skills with the ability to solve problems quickly and efficiently

5. Ability to identify and constructively make recommendations regarding operational improvements

6. A positive attitude and excellent customer service skills

7. Strong written and oral communication skills

8. Flexibility to work day/afternoon shift

Daily Responsibilities:

In addition to the below responsibilities, this position entails handling 3rd party system communication for dedicated client portfolios. 1. Log into Genesys immediately and stay logged in. You will not be taking queue calls, but certain direct internal calls may pertain to your activity.

2. Monitor the dedicated OSvC report for your clients and update any pending requests

3. Provide 3P system updates for the clients in your portfolio, within their contractual SLAs, using the specific verbiage

4. All confirmations with client jobs must have Incident notes with detailed information that it has been scheduled with client (who, what, when, etc.)

5. All information must be notated on the incident at all times

6. Create proposals and submit equipment orders for the clients in your portfolio

7. Work closely with the Dispatchers to get faster resolution on service calls

8. Providing incident reporting for your client portfolio

9. Attend internal and client meetings to provide insight and support

10. Ensure that 3rd Party system tickets do not expire and that they are getting updates constantly

11. Maintain and work the Internal dedicated report by age throughout the day

12. Attendance on the weekly or monthly team calls is mandatory

13. Work with your assigned backup on scheduling time off and balancing workload

14. Follow the Backup process when backing up another team member or if they are backing you up

15. Participate in team meetings and maintain a polite and professional relation with colleagues

16. Participate in trainings that are set up by superiors

Communication

1. Communicate with Supervisor/Manager or Process Manager for any pressing matters

2. Work with Dispatchers and AMs to ensure the information you’re providing to the clients is accurate

3. Respond to all requests, messages and emails within 8 business hours and by the end of the day

4. Respond to URGENT questions within 6 business hours

5. Keep a cordial and professional working relationship with Dispatchers and all internal teams

6. Make your backup and supervisor aware of time of ahead of time, as approval will be given based on department needs