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Operation Center Advisor 2017- Somerset, Kentucky*
Blackboard Inc.
Somerset, KY, United States
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• Resolve end user inquiries by utilizing multiple technologies including telephony, chat and web based inquiries.
• Strive for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner.
• Manage and resolve identified client issues for assigned customer accounts.
• Document information into web based ticketing system.
• Search and navigate knowledge base to identify appropriate resolution for client issues.
• Escalate unique issues or inaccurate information contained in knowledge base to the immediate supervisor for resolution.
• Projects favorable image of the company to promote its objectives and goals that enhance client relationships.
• Participate in internal training programs to expand knowledge and support multiple clients.
• Provide delightful, efficient and accurate resolution to customer inquiries.
• Special projects as requested by management.
Professional Qualifications
• High School diploma or equivalent required; some college preferred.
• Must be 18 years old or over.
• Excellent verbal and written communication skills.
• Must have knowledge of how to use a computer and internet applications.
• Proficiency in MS Office computer applications, including Word and Excel and willingness to learn new technology systems.
• Familiarity with education related technologies.
• Must be able to handle multiple job tasks at one time and escalate issues timely.
• Customer service or contact center experience highly preferred.
• Previous experience in the education industry and e-learning technologies preferred.
• Analytical orientation with strong attention to detail.
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.
Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, color, religion, sex, national original, age, religion, disability, marital status, sexual orientation, gender identity or expression, military/veteran status, or any other protected factor.
Location/Division: Somerset, KY, USA Job Requisition: SS-379