Client Technical Analyst
Assisting customers with a wide variety of technical issues and concerns. Handling inbound calls as well as making outgoing calls. Working technical cases created by internal groups or submitted by customers through email. Troubleshooting, technical assistance and light training for end users with all ADP | Cobalt products and services including logins, email accounts, website editing and display issues, troubleshooting third party code, inventory and inventory feeds.
- Working with several internal groups such as Account Advocates, Sales, and Escalation Support on customer issues.
- Assisting customers through inbound calls as well as issues submitted via email through outbound calls and emails, exceeding the daily stats at an average of 25 issues handled daily (floor average 17) and an average call time of 7 minutes (floor average 12 minutes).
- Utilizing as well as contributing to an extensive internal Knowledge Base covering all facets of support.