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Partner Support Agent Provade
Job DescriptionThe 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
| Location: | Milwaukee, WI United States |
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Provade
Investors: Altos VenturesAll Jobs: at Provade
| Web Site: | www.provade.com |
|---|---|
| Headquarters: | 999 Baker Way Suite 120 San Mateo, CA 94404 United States |
| Industry: | Software |
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