Partner Support Agent

 Monday, February 1, 2016

 
 

Job Description

The Provade Customer Support Group is responsible for providing first level support to all clients and partners of Provade. The group owns all cases submitted by our partners until they have been resolved. Provade Customer Support, working closely with the second level support group, will conduct regular written or verbal communication with partner’s regarding their open issues. Where appropriate, Provade Customer Support Group will conduct more frequent communication of higher priority items.

Responsibilities

  • Owns the client/partner cases
  • Ensures new cases have all of the proper information needed (i.e., issue description, intended outcome, all relevant transaction details, etc.) in order to troubleshoot case
  • Communicates timely and appropriately to ensure clients are provided timely follow up and kept updated on issues and expected resolution
  • Utilizes knowledge library for case resolution
  • Replicates issue using details provided by partner in various testing application sites
  • Creates supporting documentation and communication for Product Services Group or Provade Customer Support – second level support
  • Escalates cases according to internal process and procedures
  • Engages partner Point of Contact when new opportunity is discovered

Qualifications

  • Excellent written and verbal communication skills
  • Prior MSP or VMS experience preferred, but not required
  • Excellent Problem solving skills
  • Documentation skills
  • Detail orientated
  • Team Player

Additional Details

  • Work location will be in Milwaukee, WI
  • Travel: Occasional

Must be eligible to work in the U.S.

Please send resume to: careers@provade.com

PRINCIPALS ONLY---NO AGENCIES ACCEPTED