Customer Support Coordinator (NIT)
Summary

• Provides superior customer service to external and internal customers by independently responding to and resolving routine service requests received via multiple channels (i.e., workflow system, phone, email, etc..) using a variety of applications, tools, databases, and other resources.
• Ensures that complex inquiries and issues are escalated to more experienced staff or management as appropriate.
• Contributes to meeting or exceeding department or unit metrics related to accuracy, timeliness and customer satisfaction in processing requests to establish, modify, or discontinue access to services and internal business applications using multiple electronic access platforms by adhering to strict security controls and procedures.
• Verifies accuracy of access requests and associated documentation; conducts due diligence to verify authorization; assesses customer eligibility; completes required backend application updates and documents customer interactions into applicable systems following established procedures.
• Coordinates and completes testing activities for application maintenance, enhancement, and issue resolution.
• Reports and monitors related outages/issues and supports testing efforts for contingency verification.
• Maintains a steady stream of production focused on an operational queue to meet the demands of internal customers.
• Adheres to established SOPs and/or checklists when handling requests from internal and/or external customers.
• Verifies accuracy of requests and conducts due diligence when handling a variety of customer/business-specific requests.
• Follows information security controls when performing credentialing/setting up of products, services, and/or applications for external/internal users; modifying/discontinuing accesses; communicating access instructions to users; mapping user credentials and server certificates; and provisioning physical devices for access control and encrypted information storage.
• Coordinates and completes testing activities for application maintenance, enhancement, and issue resolution.
• Engages with all relevant stakeholders to maintain existing technologies and develop/implement new technologies, workflows, and processes.
• Reports and monitors related outages/issues and supports testing efforts for contingency verification.

Required

• 1 year of technical related customer support experience in an enterprise environment.