PURPOSE OF POSITION
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
1. Primary ticket owner for all issues reported
2. Subject Matter Expert for knowledge/information specific to the assigned Client(s)
3. Work closely with the Service Desk Manager to keep them up to date on salient topics
4. Ownership of Client Documentation ensuring accuracy and completeness at all times
5. Daily, Weekly & Monthly Analytics
a. Urgent / Hot Tickets (Matters that need special attention)
b. Stale Tickets (Open <30 Days / Not updated within last 2 Days)
c. Weekly Performance Reporting (Service Level Agreements)
d. Special data request from Client
e. CSAT / Net Promoter Score (Customer Satisfaction Scoring)
6. Streamlining and maintaining efficient operations for Client and 5Q Support
7. Analyze, Monitor and Trend support requests and processes
8. Incident / Problem Management
a. Assist in Client communication and awareness
b. Track, trend and report on service degradation's that repeat in nature
c. Root Cause Analysis
9. Escalation point for Client end users with chronic troubles
10. Maintain daily operational SLA performance for individuals and team
11. Ability to identify performance deficiencies and drive corrective action
12. Install, modify, and repair Client connectivity, hardware, software and applications
13. Identify, Review & Write technical, departmental and Service Desk guidelines and operating procedures
14. Respond to queries either in person, via email or over the phone
15. Provide escalation and assist customers through problem-solving process
16. Run diagnostic programs to resolve problems
17. Install and trouble shoot computer peripherals (printers, keyboards, etc) for Client users
18. Follow up with customers to ensure issue has been resolved
19. Gain feedback from customers about issue resolution and quality of service
20. Assists with desktop and laptop imagining and installation as needed
21. Assists in the operations of enterprise systems as needed
22. Perform other duties as assigned
KNOWLEDGE AND SKILL REQUIREMENTS
1. Minimum of 5yrs in Service Desk operations and support
2. Prefer 2yrs of Business Analytics experience
3. Prefer 4yr degree in Computer Science or equivalent
4. Advanced knowledge of company supported applications
5. Ability to learn and support new applications.
6. Requires sound interpersonal skills
PHYSICAL DEMANDS / WORK ENVIRONMENT
• 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
Our company is hosted on the Webflow platform. Your data may be stored through Webflow’s data storage, databases and the general Webflow applications. They store your data on secure servers behind a firewall.
If you don’t want us to process your data anymore, please contact us at info@5qcloud.com or send us mail to:
6525 The Corners Parkway
Suite 300
Peachtree Corners, GA 30092
We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
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