Product Support Specialist 2

Comcast - Chicago, IL

Provide help desk support to our clients in accurately answering their questions about the STRATA products.

 

Essential Functions

Provide Complete and Accurate Product Support

Primary responsibility for delivering consistently accurate answers to client questions. All assistance concerning product usage should be in accordance with the preferred way of utilizing Strata products.

Continually work to expand (and share) knowledge of Strata products, resources, and computer operating systems; ability to troubleshoot, debug and recommend solutions.

Personnel should work to resolve all client inquiries in a single phone call. In most cases, representatives should focus on a single call until the problem is resolved (i.e. stay on the line with the caller unless it will take a considerable amount of time to get a solution, or give the client the option to hang up and wait for a call back.)

Eliminate Waiting Time Responsible for answering client calls immediately. Work to eliminate waiting time by answering the phone quickly, being available ('logged in') for clients as much as possible, and completing existing service calls as soon as possible when calls are waiting.

Professionalism Must handle all client calls and correspondence in an appropriate, professional, courteous, and friendly manner. Must always maintain a positive image of Strata, its people, and its products.

Follow-ups Responsible for working to close 'open' issues on a daily basis. Open issues should be followed for three (3) consecutive days. If there is no further contact from the client, close the issue, and inform the appropriate AE, and trainer.

Service Notes/Cases Responsible for complete and insightful service notes. All service notes must include the Strata program version number, clear statement of the problem or issue, and the resolution.

Escalations Responsibility includes delivering (to TAPS and/or SWAT) documented customer feedback concerning software use, 'bugs', and possible enhancements. Additionally, providing accurate details of the issue (including but not limited to copies of the data, screenshots, copies of reports, and description of steps to recreate).

Encourage clients to use alternative support resources like self-service and Knowledge Base where available.

AE Feedback-All service reps are responsible for informing Strata AE's about relevant client issues, including but not limited to: Possible sales opportunities, Disgruntled or dissatisfied clients.

Workplace All employees are responsible for maintaining a professional, courteous, and respectful workplace environment. Each employee must conduct himself/herself appropriately without causing disruption for other Strata employees.

May include but are not limited to the testing the software, writing documentation and training fellow service personnel at the bequest of the client service manager.

 

Job Knowledge, skills and abilities (KSA's)

Ability to provide reliable and dependable attendance

Ability to work under high-pressure and prioritize multiple complex tasks

Ability to work well within a team

Energy, enthusiasm and creativity

Superior troubleshooting and analysis / resolution skills

Working knowledge of Microsoft Operating Systems

Ability to manage and exceed customer expectations for support

Proven aptitude to learn complex technical and theoretical information in a timely manner

 

Supervisory responsibilities

· This role has no direct reports.

 

Working conditions

· Working within one of the set shifts for the Client Service Department operating hours defined by the Client Service Manager.

· Working conditions are also in agreement with conditions described within company handbook unless explicitly noted in this document

 

Minimum qualifications and requirements

· Bachelor's Degree

· Excellent oral and written communication skills

· Working knowledge of Microsoft Operating Systems

 

The following qualifications are advantageous and preferred:

· Basic network configuration and troubleshooting experience

· Previous software support/training experience.

· Basic knowledge of database driven applications and exposure to database tools such as SQL

· Prior experience with thin networks (Terminal Services, Citrix, etc.)

· Prior experience in project management

· Knowledge of media buying and selling process

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Posted: 30+ days ago

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