Working as the customer interface for multiple customers on the Onsite Services (OSS) Team.
Taking feedback from the customer and implementing it within the OSS organization.
Training call coordinators on processes and procedures.
Building processes and procedures for the Service Delivery Coordinators (SDC) and Field Technicians.
Writing and posting processes and procedures to our knowledgebase.
Leading conference calls for the SDC's and Field Technicians.
Providing real time reporting and feedback to the Operations Manager.
Be able to present account reviews to the Management Team.
Strong communication skills.
Basic leadership skills.
Advanced knowledge of MS Excel.
2 - 3 years Helpdesk experience.
Strong data anlysis skills, troubleshooting skills, and documentation skills.
ITIL Foundations preferred
A+ or any other technical certifications are a plus
2 - 4 year degree preferred or equivalent work related experience
Ability to travel up to 10%
Ability to sit for long periods of time to perform significant keyboarding and computer based activities