Position Description:

The role Facilitates the prompt and effective resolution of requests or issues. Uses independent judgment, analysis and initiative to resolve problems, makes recommendations, and delivers impromptu end-user operational assistance training when required. This work maintains communications with callers throughout the analysis and resolution process particularly in difficult customer situations, keeps them informed of status, and escalates issues if deemed necessary. This role will independently identify systemic issues (e.g. system outages, widespread processing errors) and take ownership of the end-to-end process to optimize the customer experience.

Your future duties and responsibilities:

• Responds to customer questions received via telephone calls, call backs and emails.
• Conducts incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, inci...