Purpose of the role:

With limited supervision, provides Level 2 technical support for applications and infrastructure services for CWT clients. Troubleshoots and resolves more complex technical issues. Interacts and coordinates directly with CWT clients and multiple CWT teams. Completes a wide range of tasks, and has specialized knowledge in one to two CWT Product areas.

Main responsibilities:

Provides timely responses to complex client technical issues that have been escalated from Level 1 support. Manages client inquiries and accurately documents incidents via online case management tool, including accurately records time for client billing Researches and troubleshoots to diagnose root cause and resolve issue quickly and effectively Performs testing to ensure that solution was successful Consistently responds to client inquiries within SLA targets Supports special projects related to or impacting assigned online products/tools Works with Global Incident Management, Product Marketing, and other teams to ensure consistent communication of tool alerts, slowness or system wide outages.Coordinates and performs testing of functionality, enhancements, and CWT process changes

#LI-REMOTE #LI-PS

Experience education:

ExperienceAssociate's degree, or equivalent experience 2 years' relevant experience Customer Service experience requiredLanguagesFluent in location required language(s)Knowledge, skills and abilities (KSAs)Ability to perform intermediate troubleshooting Strong problem solving skills and able to address issues as they arise Ability to ask open-ended questions and active listening Strong customer service skills for both internal and external customers Ability to work in a global, multicultural environmentClear communication skills, both written and verbal

Experience education:

ExperienceAssociate's degree, or equivalent experience 2 years' relevant experience Customer Service experience requiredLanguagesFluent in location required language(s)Knowledge, skills and abilities (KSAs)Ability to perform intermediate troubleshooting Strong problem solving skills and able to address issues as they arise Ability to ask open-ended questions and active listening Strong customer service skills for both internal and external customers Ability to work in a global, multicultural environmentClear communication skills, both written and verbal