Liaison with various departments (e.g. Accounts, IT) within the company for achieving desired common objective

Answer, as appropriate, inquiries and facilitate resolution of issues raised

Work as an effective member of a team from a variety of departments within the company

Handle escalations pertaining to unresolved cases

Maintain a positive rapport with customers while discussing or resolving problem situations

Troubleshoot appropriately to identify root cause of the issue

Participate in the development of departmental goals and objectives, and identify opportunities for process improvement

Effective probing skills to elicit customer information

Ability to translate user-oriented language into technical information

Track and document requests and ensure proper notation of customer problems or issues

Document problems and solutions to train lower-level support on how to properly address cust...