Intrado is a global provider of communication and network infrastructure services. Intrado helps its clients more effectively communicate, collaborate and connect with their audiences through a diverse portfolio of solutions that include unified communications services, safety services, interactive services such as automated notifications, telecom services and specialty agent services. For 30 years, Intrado has provided reliable, high-quality, voice and data services. Intrado has sales and operations in the United States, Canada, Europe, the Middle East, Asia Pacific and Latin America.
Intrado’s Client Engagement division is currently hiring a Technical Resource Specialist. Responsibilities include supporting client notification applications and resolving technical issues within established timelines in adherence to corporate and departmental policies and procedures; Serves as direct client contact/ interface on notification technical support issues for notification products and services; Uses problem solving and troubleshooting skills to effectively resolve issues, including ownership of client communications on the issue.
MAJOR JOB ACCOUNTABILITIES
Technical Resolution Function - Responsible for supporting client notification applications and resolving technical issues within established timelines in adherence to corporate and departmental policies and procedures. * Act as a single point of contact on notification technical support issues for notification products and services * Exercise exceptional customer service skills optimizing each contact with the client * Uses problem solving and troubleshooting skills to effectively resolve issues, including ownership of client communications on the issue ensuring thorough documentation of technical issue * Escalate to management/leadership any situation outside the employee's control that could adversely impact the services being provided * Seek and identify new product, service and feature opportunities with clients during conversations (e.g. appointment reminders, patient balance notifications) * Resolve technical questions from clients, to include a complete analysis of the issue, troubleshooting, problem resolution, and communication to appropriate stakeholders * Ensure contacts with clients are thoroughly documented and adhere to departmental guidelines * Interact with other departments, such as engineering and operations to effectively provide a technical resolution to the client ensuring all issues are brought to resolution * Continually keep up-to-date on supported products and services which may include additional classroom and on-the-job training
Research Assistance - Assist in resolving routine issues by identifying issue(s) and researching in a timely manner * Follow research through until resolution * Document all issues thoroughly maintaining department files * Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services * Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels
Client Satisfaction - Establish an excellent working relationship with assigned client and continuously strive to improve the level of overall service that West is providing * Participate in client meetings and conference calls in order to identify issues and make recommendations on how to eliminate future occurrences * Serve as a client advocate ensuring quality and delivery of service ensuring all client or internal issues are followed through to resolution in a timely manner * Maintain current and up-to-date knowledge of clients * Escalate to management any situation outside the employee's control that could adversely impact the service provided to the client * Provide feedback to management when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions * Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management
Project Coordination - Coordinate, prioritize, and participate in activities associated with completing assigned projects or project task(s) * Assign appropriate staff to complete project task(s) * Update project plan as necessary * Monitor progress of tasks ensuring all deadlines are met as scheduled * Provide management with status reports detailing status and timelines * Follow all steps to close project which may include conducting meetings, completing project reports, and maintaining completed project file
Team Interface/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts * Cooperate with team members to meet goals or complete tasks * Provide quality customer service that exceeds customer expectations and improves level of service being provided * Treat all internal/external customers, team members and department contacts with dignity/respect * Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
Mental and Physical Requirements - - *This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers *The nature of the work in this position is sedentary and the incumbent will be sitting most of the time *Essential physical functions of the job include typing, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day *Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day
Related Duties as Assigned - - * The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents * Consequently, job incumbents may be asked to perform other duties as required * Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above * Please contact your local Employee Relations representative to request a review of any such accommodations