Validate the employee asking for a password reset is an employee and provide password reset support via phone or chat and meet or exceed service level agreements for password resets
Record requests, incidents and status information through the use of firm's ticket handling system
Once password resets are mastered, move into traditional help desk support, high call volume ticket resolution issues as a level one analyst
Manage daily individual performance based on key performance metrics including call capture, available time, speed of answer, call/chat resolution and customer service Meet and/or exceed service level agreements for all support interactions (e.g., phone, chat, tickets). Maintain communications with callers through resolution processes, particularly in difficult customer situations by keeping them informed of the status
Ability to work a flexible schedule, including weekend days, to support 24x7 environment Utilize and contribute knowledge articles to the knowledge base

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