ESC Administrator II Position Available In Orange, Florida

Job Description:

Location:

100%

Remote Duration:

3

Months Contract JobRequirements:

Handles all incoming calls, emails, and othercommunication channels into the ESC and utilizes internal tools toassist customer with inquiry or issue. Creates cases for allincoming inquiries to the ESC and strives to assist the customerwith a first contact resolution. Follows case management guidelinesaround customer notification, resolution and documentation.

Escalates time sensitive and/or high impact inquiries to a SeniorSpecialist, supervisor or manager. Respond, resolve and/ordistribute customer inquiries to the appropriate team or teammember for resolution. Follow up on outstanding issues to ensureresolution, keep customers informed on the status of research andcloses Service Now ticket when complete if applicable. Providesonline navigation assistance for customers and utilizes the Bomgartool to effectively identify and resolve the problem. Responsiblefor securing, safeguarding and keeping confidential employeeinformation as required by our, “Personally IdentifiableInformation Security Policy” and all other company data privacyrequirements. Position supports 4 time zones. Must adhere toscheduled phone time during shift and remain flexible to supportunanticipated events that drive volume. Flexibility is required tosupport peak volume events throughout the year. Adhere to ServiceLevel Agreements, Quality Assurance expectations, and PerformanceMetrics. Performs other duties as assigned by management.