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Online Services Advisor
Ref No.: 18-01296
Location: Lima, Ohio
Position Type:Contract
Pay Rate : $ 15.00 /Hour
Skill Type
Skill Type:Clerical
Job Summary:
  • Provides product and technical support for Online Services products. Serves Online Services contact for up to 100-200 clients in order to facilitate client use of Online Services.
  • Maintains knowledge of all features of Online Services applications in order to customize setup for each client teach clients to use the applications drive further client utilization and diagnose and resolve client issues.
  • Troubleshoots and resolves client technical issues related to Online Services.
  • Engages other organizations including MMS Operations and MMS Sales to coordinate cross-product client support.
  • Coordinates second-level technical support including documentation and logging of problem tickets to research daily client issues and ensure timely resolution.
  • Continuously consults with client regarding their specific company operation in order to recommend best use and customization of Online Services applications.
  • Maintains client-specific notes and documentation regarding all interactions and issues in order to facilitate future interactions.
  • Provides second-level support to Premier HR Generalists and PBS Client Service Representatives in support of Premier Core and PBS Online Services users.
  • Ensures client satisfaction and retention of assigned clients and overall Online Services client base by providing responsive and effective client service and issue resolution.
  • Fields client calls to ensure timely resolution of issues.
  • Gathers and centralizes Online Services application issues and enhancement requests for submission to the program BAU process so that product enhancement can occur in accordance with client expectations and industry trends.

Qualifications:
High school diploma and a minimum of 2 years client service center or technical support experience required.