Duties and Responsibilities
This position provides support services to clients. Essential duties including providing client support and technical issue resolution via service requests, e-mail, phone and other electronic medium. Delivers how to support as related to specific applications and business processes. Acts as the initial point of escalation for other support agents.
Essential Job Functions
- Monitor ServiceNow queue and respond to client requests for support in a timely manner
- Prioritize and route client requests to other internal and external resources
- Document client requests and resolutions in ServiceNow
- Understand client metric and status reports
- Participate in client status calls
- Develop and present client and internal training on applications and business processes
- Track trends of service requests and work with clients to mitigate recurring incidents
- Submit accurate time and expense reports in a timely manner
