Advocate Engineer Level 1- Remote within NC, TN, TX, VA, FL or NH Only

? Answer phones, voicemail, online chat, and email inquiries using best practices as instructed to ensure quality service.
? Provide custom Web-Theming for client sites.
? Determine requirements to resolve inquiries by clarifying information, researching troubleshooting techniques, and/or providing feedback to customer...
? Meet all SLA and KPI requirements as defined by management.
? Document all inquiries, including resolution in a timely manner.
? Responsible for providing our call center help desk with technical support, solutions for network related issues, ticket escalation, ad hoc queries, and reports.
? Assist developing and maintaining policies and procedures for ticket escalations.
? Regularly write knowledge base articles that help other team members with resolving issues.
? Identify other knowledge base needs and assist in drafting information.
? Mentor Advocate Specialists in specialized product areas.
? Prioritize the ticket escalations to meet SLA requirements (Critical, Urgent, Normal, etc.)
? Assist the Technical Support Manager in automating the integrated ticketing system.
? Maintain a central data repository for technical advice and solutions for network systems, software applications assistance, hardware exchange.
? Monitor and work with client sites to ensure exceptional client support and client set-up standards.
? Create and train team members on newly established policies and procedures.
? Build KPI?s and provide reporting statistics for call volumes, tickets submitted, average resolution time, priorities, technical bulletins, information guides issued, trend analysis and other data requests as needed.
? Install and setup equipment and client level software and ensure all documentation is up to date.
? Manage and set up system accounts for internal end users as needed (timeclock, 8x8, Zendesk, etc.).
? Serve after-hours on call when deemed necessary by management.
? Travel possibly to customer?s site to assist in troubleshooting or installation when deemed necessary by management.

KEY DELIVERABLES:
? Increase FCR to 80-85%
? Reduce Escalations by 30%
? Achieve and maintain 90% SLA for escalated Ticket SLA
? CSAT 90

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