Rachel Stewart

Working in a technical support facility or call center, incumbents ensure that customers receive the highest quality hotline technical support. Responds to customer service inquiries regarding company products, features and/or services. Researches, documents and communicates recurring technical issues. Facilitates and coordinates Returned Material Authorization (RMA) as necessary. Will provide multiple levels of escalated support based on the complexity of the technical issue. Will refer problems of an unusual, unsolvable nature to technical engineers. Delivers service at a high standard while knowing when to escalate and where to go for information

Working in a technical support facility or call center, incumbents ensure that customers receive the highest quality hot-line technical support. Responds to customer service inquiries regarding company products, features and/or services. Researches, documents and communicates recurring technical issues. Facilitates and coordinates Returned Material Authorization (RMA) as necessary. Will provide multiple levels of escalated support based on the complexity of the technical issue. Will refer problems of an unusual, unsolvable nature to university degreed engineers. Has basic knowledge of the business, tools and processes, as well as technical troubleshooting experience. Under close supervision, can apply those principles to answer and educate basic inquiries and solve problems related to transaction processing and technical call types. Knows when to escalate and where to go for information. Works on assignments that are routine in nature, requiring limited judgment. Has limited role in decision-making. Adhere to established client empowerment guidelines. Normally receives detailed instructions. Knowledge base generally acquired from training and on the job experience. Entry level skills on systems, including hardware and software, products, services, and processes.

Responsible for troubleshooting issues with merchants and dealers through various forms of communication. Agent must provide technical telephone support to customers and internal business partners with a strong focus on customer satisfaction. Core Responsibilities: Receive inbound calls and emails from merchants and dealers Document all calls and actions taken in Customer Relationship Management Software Research and resolve a variety of technical issues by applying retained knowledge Utilize resources such as MercuryView, Aperia, and Global to research and troubleshoot Consistently and accurately resolve tickets Have a basic understanding of LAN networking and internet protocol Provide quality customer service on every call Have a basic understanding of how Mercury supports and integrates with specific developer channels Assist with outage cleanup Ability to work on and with a team Organize and prioritize duties Accept and complete assignments with open, cooperative, positive, and team oriented attitudes Actively participate in team meetings and 1 on 1 communications Develop and maintain a basic understanding of applicable products and services as they evolve Continually increase knowledge through internal applications, supervisors and fellow employees Attend company/department trainings and apply this knowledge in day-to-day work Ability to consistently monitor email and voicemail communications and respond in a timely manner Effectively communicate with other departments at Mercury