Customer Care Support Counselor

Duties and Responsibilities 85%Answer level one, two, and three inbound customer care service calls, assist with call out campaigns, and requests for the student population, faculty, staff and the community which provides advising support for a variety of issues such as general/basic student information related to admissions, financial aid, registration and account billing. Provide basic helpdesk support to end users on a wide variety of technical related issues. Appropriately provide analysis, professional judgment and discretion to elevate customer related matters which cannot be resolved on first contact to level-two support for timely care and resolution. Direct callers to appropriate areas of the college website and/or portal to obtain and/or submit information. Answer, identify, research and resolve technical problems related to the desktop, network and/or telecommunications; track and monitor problems to ensure timely resolution. 10%Document and log problems and resolutions through a service management platform for tracking, resolve and possible inclusion into the service management platform knowledge base. Provide support for outbound calling for research/targeted initiatives to current and prospective students, employees and college community regarding marketing campaigns, time-sensitive college information and other support as directed. 5%Perform other duties as assigned by supervisor. #J-18808-Ljbffr