HelpDesk Job in Pleasanton, California US
HelpDesk
The eBusiness Production Support team provides 2nd level technical customer support to Members, Prospective Members, Brokers, Employers, and Customers using a public website. This individual will report to the Manager of eBusiness Tier 2 Production Support and be responsible for answering technical questions, troubleshooting, resolving users issues. This individual should have requisite experience in meeting and exceeding customer SLAs. This role requires flexibility to be available for oncall, 24/7 rotational support. Within eBusiness Operations, Tier2 performs 2nd level support. This includes 2nd level support for members', prospective members', and brokers technical questions and issues. Helpdesk Responsibilities: Respond to technical support questions and issues from members, prospective members, Brokers, Employers, and Customers using the website that have been escalated to Tier 2 from the Tier 1 Call Center or internal Helpdesk in a timely manner. Troubleshoot technical problems that users encounter while using the website, provide user account maintenance, and supply solutions derived through research and troubleshooting. Communicate professionally with members, brokers, employers, customers, users, and co-workers as well as track/update information in the Call Tracking Systems (Vantive and/or Remedy). Collaborate with technical staff, both internally and externally to resolve outstanding issues. Provide oncall site support for critical site issues on a 24/7 rotational basis.