GENERAL DESCRIPTION:

The Second Level Customer Care Representative is responsible for researching and resolving customer issues including those issues escalated from First Level Representatives and critical or high- priority issues. Second Level Representatives act as Subject Matter Experts for Hyphen applications and assist First Level Representatives, clients, and other Hyphen personnel in investigating and resolving a wide variety of issues. Hyphen application expertise and SQL knowledge are required to resolve issues within service level agreements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Become subject matter expert in all our software applications
• Responsible for becoming the subject matter expert for integration, responsible for any integration issues that arise and work with integration support to get them resolved
• Utilize SQL knowledge and application expertise to answer escalated questions from 1st level
• Utilize SQL knowledge and application expertise for internal reporting and projects as needed
• Write SQL statements to research and correct data issues
• Gather customer ad-hoc requirements for information, utilize SQL to gather results and present results back to customer in a professional manner
• Escalate issues, as appropriate, to 3rd level support or management.
• Assist customer care in achieving service level agreements and act as a resource for customer care to achieve this requirement
• Answer questions via telephone and email for customers requesting assistance with support.
• Deliver On-Line training to customers via phone/internet.
• Proactively identify, monitor, and follow up with users having difficulty with the applications.
• Document issues and resolutions and record all activity and communications regarding issues.
• Follow up with Clients to keep them informed of the status of resolved and unresolved issues
• Adhere to internal policies and procedures and recommend improvements, when needed, to provide consistent and exemplary customer service
• Manage time appropriately to handle multiple open calls, call backs from escalation partners and follow-up with Clients in a thorough and timely manner
• Communicating openly, honestly and constructively
• Treat all employees and Clients with dignity, respect and courtesy
• Take responsibility to resolve concerns and issues with the team, other departments, and with Clients
• Assist in training 2nd level customer care Representatives
• Able to maintain schedule as provided by management
• Other duties as assigned