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 Apply Job!