Client Services Advocate

Purpose of the Position

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The role of the Client Services Advocate is to maintain proper operating and performance levels for all services provided. This individual will make sure the operational procedures and support processes are documented and executed smoothly and consistently to ensure the Client’s business performs as required. A strong focus on data analysis, trend identification and continuous process improvement is imperative to the success of this position. Be the single point of contact, for Client end users, that might be experiencing procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed. However, the Client Services Advocate is the face of 5Q Support for the Client(s) and is ultimately responsible to ensure services and support are working optimally and efficiently.

Major Responsibilities & Accountabilities

• Primary ticket owner for all issues reported

• Subject Matter Expert for knowledge/information specific to the assigned Client(s)

• Work closely with the Service Desk Manager to keep them up to date on salient topics

• Ownership of Client Documentation ensuring accuracy and completeness at all times

• Daily, Weekly & Monthly Analytics

  • Urgent / Hot Tickets (Matters that need special attention)​

  • Stale Tickets (Open <30 Days / Not updated within last 2 Days)

  • Weekly Performance Reporting (Service Level Agreements)

  • Special data request from Client

  • CSAT / Net Promoter Score (Customer Satisfaction Scoring)

• Streamlining and maintaining efficient operations for Client and 5Q Support

• Analyze, Monitor and Trend support requests and processes

• Incident / Problem Management

  • Assist in Client communication and awareness​

  • Track, trend and report on service degradation's that repeat in nature

  • Root Cause Analysis

• Escalation point for Client end users with chronic troubles

• Maintain daily operational SLA performance for individuals and team

• Ability to identify performance deficiencies and drive corrective action

• Install, modify, and repair Client connectivity, hardware, software and applications

• Identify, Review & Write technical, departmental and Service Desk guidelines and operating procedures

• Respond to queries either in person, via email or over the phone

• Provide escalation and assist customers through problem-solving process

• Run diagnostic programs to resolve problems

• Install and trouble shoot computer peripherals (printers, keyboards, etc) for Client users

• Follow up with customers to ensure issue has been resolved

• Gain feedback from customers about issue resolution and quality of service

• Assists with desktop and laptop imagining and installation as needed

• Assists in the operations of enterprise systems as needed

• Perform other duties as assigned

Required Knowledge and Skills

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To perform this role successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

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• Minimum of 5yrs in Service Desk operations and support

• Prefer 2yrs of Business Analytics experience

• Prefer 4yr degree in Computer Science or equivalent

• Advanced knowledge of company supported applications

• Ability to learn and support new applications

• Requires sound interpersonal skills

Physical Demands / Work Environment 

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• Ability to use a keyboard to enter and retrieve data

• Must have good eyesight to view computer monitor and phone

• Lifting and/or carrying of 15-30 lbs. or more