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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing customer support through telephone, email, and web submissions, while effectively managing incidents and coordinating with internal departments. Proficient in troubleshooting technical issues and utilizing call ticketing systems to ensure timely resolution.
Highest-signal resume keywords
Customer ServiceTechnical SupportCall Ticketing SystemsIncident ManagementCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingUser Technical SupportIncident DocumentationIssue AssessmentPriority Setting
Soft Skills
Customer CommunicationCoordinationFollow-Up
Certifications & Qualifications
High School DiplomaGED
Industry Keywords
Customer-Facing PortalsFirst-Touch ResolutionSupport ProceduresKnowledge-Based Articles
About the role
Key responsibilities & impact- Provide telephone, email, and web submission support for customer-facing portals
- Serve as the main point of contact for portal users
- Deliver exceptional customer service, troubleshooting, and user technical support
- Receive customer calls and communications courteously
- Accurately document inquiries and concerns
- Record incident or request details and actions taken in the call ticketing system
- Assess issue impact and urgency and assign priority according to standards
- Attempt first-touch resolution using documented solutions or workarounds
- Answer customer questions and assist with issues
- Determine the correct path for permanent solutions and route tickets according to protocol
- Notify customers of scheduled and unscheduled disruptions using approved communication methods
- Participate in creating or updating documentation
- Communicate and coordinate with internal departments to resolve customer concerns and issues
- Manage critical or major impact incidents while following established protocol
- Follow up on issues requiring further research
- Escalate issues to second-tier support as needed
Requirements
What you’ll need- High School Diploma or Equivalent (GED) (Required)
- Minimum of 2 years of relevant experience (Required)
- Relevant experience may be a combination of related work experience and degree obtained
- Associate’s Degree may count as 2 years of experience
- Bachelor’s Degree may count as 4 years of experience
- Scheduled weekly hours: 40
- Ability to provide telephone, email, and web submission support
- Ability to troubleshoot and provide user technical support
- Ability to use call ticketing systems
- Ability to assess issue impact and urgency and set priority according to standards
- Ability to follow support procedures, training guides, knowledge-based articles, and job training
- Ability to communicate and coordinate with internal departments
- Ability to manage critical or major impact incidents according to established protocol
Benefits
Comp & perks- Healthcare benefits for full-time and part-time positions from day one
- Vision coverage
- Dental coverage
- Domestic partner benefits
- Collaborative, cooperative, and collegial work atmosphere