Advocate Engineer Level 1 - Remote Within NC , TN , TX , VA , FL

careermilard has an opening for a dedicated Advocate Engineer Level 1- Remote Within NC, TN, TX, VA, FL Or NH Only! This is an exciting Remote opportunity with an immediate start. This position requires a strong skillset in relevant areas. The compensation for this role is Competitive salary.

? 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!