Scope: The PSCOE Agent is a team player who works to first understand the customer's need then takes responsibility for resolving the issue while providing an excellent client experience. The Agent also handles non-technical requests, engaging the appropriate business teams to ensure resolution. As a contact for questions related to the product, the Agent has visibility to product roadmaps and influences the design of feature enhancements.
Engagement Deliverables:
Work with Shift Manager and team members to ensure all service level agreements and performance metrics are met.
Properly research, troubleshoot and resolve customer issues.
Maintain active communication with clients, providing functional and technical guidance to customers.
Contribute to ongoing improvement and expansion of product materials and technical documentation.
Maintain detailed records of customer interactions in the customer support system of record.
Sustain working knowledge of company products and technologies.
Qualifications:
Positive, customer centric attitude
Excellent written and verbal communication skills
Excellent time management skills
Solution oriented problem solving skills
Proficiency with Microsoft Office 365 (Outlook, Word, Excel, PowerPoint) required
Experience with Microsoft Teams, SharePoint and OneDrive beneficial
Experience with Atlassian Jira Service Management and/or Confluence preferred
Flexibility to work night shift on a rotational basis (1 month out of 3)
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or
