About this role
Management Level H
Essential Duties: • Provides day to day client advice, working to maintain strong client relationships. • Under general direction, assists business owners and stakeholders in defining business and system requirements. • Responds to basic unresolved production support issues and participates in analysis and resolution on behalf of the business, escalating more complex issues to senior colleagues. • Under general supervision, assists in solving problems for clients, ensuring that SLAs and KPIs are met. • Communicates client requirements to operational teams when applicable.
Minimum Qualifications: Education • Bachelor’s degree from an accredited college or university required. Equivalent work experience in a similar position may be substituted for educational requirements.
Experience • At least 1 year of experience in a client-facing position required. Experience in support of complex products preferred.
Other • Communicates clearly with clients via phone, email, and chat • Responds to basic client support inquiries, ensuring they are handled in order of priority • Participates in analysis and resolution of unresolved support issues, escalating more complex issues to senior colleagues • Performs administrative duties including account and user maintenance • Delivers outcomes using good interpersonal skills and organizational skills • Embraces collaborating with teammates • Ability to work occasional overtime during high volume periods • Knowledge of other Notified service offerings • Requires guidance on task initially and requires supervision. Is working in a smaller defined area of the role, this continues to expand as the employee gains more confidence and capability. • Applies general knowledge of business developed through education or past experience • No supervisory responsibilities; accountable for developing technical contribution • Uses existing procedures to solve standard problems; analyses information and standard practices to make judgments • Exchanges straightforward information, asks questions and checks for understanding • Displays demonstrated knowledge of, and ability to use and learn various technology tools Please note any offer of employment is subject to satisfactory pre-employment screening checks.