Role Title: Client Response Services Agent
Location: Draper, UT 84020
Duration: 6 Months with possibility of extension
Client: Banking Financial
Responsibilities:
Client Response Services (CRS) is the internal technical support team for Client staff. Some of the key responsibilities as a CRS Helpdesk Agent include:
Address end user queries and issues via phone, e-mail and chat support.
Provide world class quality of service to end users throughout the resolution process.
Engage engineering teams and product owners to assist with troubleshooting as needed.
Perform ‘cradle to grave’ ownership of all issues reported to the helpdesk by providing timely updates to end users and by constantly following up with escalation teams until the issue is resolved.
Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.
Maintain effective documentation by regularly reviewing and updating knowledgebase content.
Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, Lync, Proofpoint), SharePoint, Mac, Unix, Voice, Mobile and others.
