Customer Service
Serves as the initial point of contact for internal customer inquiries or incidents. May enlist analyst II/III on certain call types to help troubleshoot and resolve incidents, which could include ownership transfer.
Answers questions on lower complexity, internally supported products; resolves requests and basic issues on initial call.
Maintains contact with the customer on incidents retained by the analyst, communicating status and resolution to ensure customer satisfaction
40%
Incident Management
Gathers incident details and records those details in the tracking system – including:
incident description and customer information,
component of the product or services affected
business impacts, workflow and subsequent severity level
Escalates customer incidents when unable to resolve within the service desk.
40%
Facilitate Troubleshooting
Assists internal teams and resources to troubleshoot and identify incident resolution
Capture and record initial triage information required by teams to research
Upon resolution, coordinates with customer to validate service restoration
20%
Incumbent is accountable for professional working behavior to include; building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and incident resolution while demonstrating CSG’s core competencies and values.
Ongoing
NOTE: The purpose of this job description is to describe the general nature and level of work performed and it is not intended to be all-inclusive. An employee may perform duties outside of their normal responsibilities as needed.
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