Works Closely with:
TRC Team Members, Primary Engineers, Business Development Representatives and the Remote Windows Team

External Relationships:
Clients, technology resources, and vendors

• Assist Director of Customer Services in the day-to-day operations of Progent’s Technical Response Center, including documentation of internal process as requested.
• Answer incoming calls on all required phone groups during business hours, 7 am – 4pm Pacific Time
• Track all incoming calls and e-mails to the TRC, ensuring timely response time and excellent customer service, creating help desk tickets as appropriate, following up with engineers and customers to assure completion.
• Communicate personal availability on a daily basis using MS Outlook calendar
• Prepare and distribute Daily Availability Report for all Progent resources
• Use appropriate tools such as Instant Messaging, telephone and email to communicate with internal staff
• Facilitate Urgent Services Requests (USR) and initiate services for end users in helping identify and resolve application and operating system issues that hinder user productivity, escalating to a higher-level resource, if necessary.
• Create timely Service Reports for all services performed, both for Clients and for internal services.
• Track all open USRs, including those for the RentRight application, ensuring service is performed in a timely manner
• Working with Dir. of Customer Services, follow up with First Services, and other alerts generated in Notes regarding customer status
• Follow through with customers to determine satisfaction, escalating service issues as necessary
• Provide applications support to internal staff.
• Assist with review of Consultant staff Service Reports
• Create Freshness reports on a monthly basis.
• Assist with Professional Development program as needed, including research of appropriate classes, adding Microsoft credentialed individuals to the program, researching new certifications, sending out announcements of upcoming classes / certs, etc.
• Administrative tasks and projects as requested.
• Other duties as assigned.

• Excellent customer service skills
• Extensive experience in use of business software on all Windows platforms and MS Office Suite (Outlook, Word, Excel, PowerPoint, and Access) for those platforms. MS Project experience a plus
• Familiarity with remote monitoring tools and remote troubleshooting techniques.
• Demonstrated ability to operate effectively in a virtual office environment, providing consistent follow-through and utilizing remote access and wireless connectivity technology.
• A team-player with good communication skills and very comfortable communicating in writing, using both Email and instant messaging
• Accustomed to working in a team environment, as well as the ability to work independently.

Also a plus:

• Familiarity with remote monitoring tools and remote troubleshooting techniques

We’re an informal and fun group in most aspects, but since this work requires customer and employee interaction, we do require a baseline of professional conduct, experience, ethics, follow-through, responsiveness, communications style, documentation skills, etc.

Education:
High school diploma or equivalent experience.

Physical Requirements/Personal Qualities:

• Follows directions accurately, requiring minimal supervision
• Works independently and demonstrates strong sense of ownership and initiative.
• Strong verbal and written communication skills.
• Possesses the ability to put customers and engineers at ease, staying calm through difficult situations.
• Ability to establish and maintain relationships via telephone and email.