• Provide Level 1 user support by responding to, diagnosing and resolving customer issues or questions, raised over the phone or an online service portal through fast, efficient and friendly customer service
• Use existing process and procedure documentation to help solve issues
• When unable to resolve on first contact, advance unresolved inquiries by clearly articulating customer issues and collaborate with a variety of Level 2 teams and third party service providers, monitor for status and communicate the resolution back to the client
• Resolve problems with or without remote tools
• Clearly document all inquiries and cases using the existing case management system
• Provide status updates to users when requested, or as required by service level measures
• Enter all resolution steps into the case management tool
• Understand service level requirements, in order to manage time and workload to meet predetermined service levels
• Assist in peer agent training, create reports, and update documentation

• 1-3 years of experience in customer service in a call centre environment or applicable work experience
• Be proficient with telephony system, email, CRM and other applications to support tier 1 responsibilities 
• Ability to stay up to date on current and revised tier 1 processes, documentation and application functionality
• Excellent verbal and written communication skills
• Ability to work independently and within a team structure 
• Support and assist peers and team as needed (ie. Troubleshooting cases, answering questions, mentoring, etc.)
• Customer service preferred with the ability to handle difficult callers and problem solve various issues 
• Experience in Internet Explorer, Google Chrome, Firefox and other modern browsers
• Clear, eloquent speaking voice, excellent phone etiquette
• Available to work within regular business hours Monday to Friday 8:00am-4:30pm MST
• Above average knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
• Excellent troubleshooting and analysis skills with attention to detail
• Strong computer skills, ability to multitask and balance multiple priorities, good time management skills
• Must be reliable and punctual, bring positive energy, enjoy being a problem solver and helping others
• Outstanding interpersonal skills; a self-starter
• Great teammate, energetic, enthusiastic, eager to learn and grow
• Able to work in a fast paced, dynamic environment