Description

Voice and Non Voice support provided to customers. Our services include Level 1 and Level 2 technical support in a 24 / 7 environment.

Essential Functions/Core Responsibilities

Primary escalation contact for Account Leaders, such as customer complaint root cause & improvement action plan reviews

Provide account-specific KPI/SLA/SLO reporting and monitoring

Provide / process Account Knowledge / Process Updates

Account-specific Quality Performance (monitor account QA objective and account-specific quality reviews as needed including

attending client QA calibration meetings)

Point of contact for Account Leadership for Help Desk inquiries

Work with Account Leadership to identify Help Desk process improvements and provide trend analysis as identified/needed

(e.g., top ten calls review, etc.)

Liaison for Level 2 Resolver Groups (e.g., account knowledge updates, case escalations, customer complai...