Job Summary:

Facilitates interactions with customers in a way that is in accordance with the Company's service delivery strategy. Establishes rapport and promotes effective relationships, upholding TouchNet’s commitment to the customer experience.

Responsible for addressing advanced support cases regarding technical questions and problem resolution related to TouchNet products as well as customer equipment. Promotes TouchNet products and services to meet customer needs. Exercises sound judgment within the scope of their empowerment, and acts in the best interest of both the customer and company.

Core Responsibilities:

• Addresses advanced level technical support needs as escalated through Client Services, Sales, Project and Leadership.

• Responsible for efficient resolution to internally or externally created cases while maintaining open channel of communication with related persons

• Leverage use of industry and product knowledge to provide the highest level of experience to end users.

• Attend Product Specific Sprint reviews and transfer knowledge, software advances, and defect resolution to support agents

• Respond in a timely manner to incoming requests for service and support via phone, email, and system driven communication.

• Serve as primary escalation points for software support to identify root cause of issues while escalating for further assessment and resolution when resources/permissions do not permit resolution.

• Provide feedback to Level I & II support representatives regarding case entry and escalation to further knowledge and reinforce first call resolution.

• Monitor case and communications for trends associated with customer experience and product satisfaction. Reporting of findings and concerns to applicable persons and parties.

• Requires basic to advanced SQL knowledge to identify database inconsistencies and modify using statements

• Engage key team members to initiate action regarding high risk client needs

• Demonstrates functional skills to troubleshoot and resolve complex technical problems and address other general account inquiries over the phone in a single customer interaction to maximize the customer experience, with demonstrated ability to articulate relevant information and directions in an organized and concise manner.

• Serve as a customer voice during product meetings and sprint reviews by ensuring customer concerns are surfaced and acknowledged.

• Demonstrated ability to establish and maintain effective relationships with customers. Effectively gains the customer’s cooperation to work through the troubleshooting process, ensuring customer problem resolution.

• Act as a product consultant, articulating product features and benefits and making recommendations based on customer needs/interests; identifying churn signals and uncovering drivers, involving sales when alternate products make a better fit.

• Fundamental understanding of the competitive environment and begins to position TouchNet products positively to our customers.

- Must be able to work in a fast-paced, structured, dynamic and high- transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.

• Demonstrates ability to achieve established goals and performance metrics.

• Regular, consistent and punctual attendance.

• Requires ability to travel when business requires. Approximately 10% for most roles and software platforms.

• Attends training as required.

• Works independently, and seeks Supervisor support when necessary.

• Supports other lines of business as volumes dictate.

• Other duties and responsibilities as assigned.

• Interacts with customers via telephone, e-mail, or face-to-face to assist with a variety of customer inquiries and issues. Must be able to wear a telephone headset and manipulate objects such as pen, keyboard, and mouse.

Job Specification:

• Degree not required though encouraged

• Generally requires 5-8 years related experience