Dual Shared Service Desk Agent and Business Assurance Specialist 3rd Shift

Shared Service Desk Agent and Business Assurance Specialist Dual Role

The dual business assurance specialist and shared service desk agent is a position that is cross functional. The time is split between the shared service desk and the business assurance department. While working on the service desk the main responsibility will be supporting the client contracts by focusing on carrying out inbound customer support via telephone as instructed by the Netfor knowledge base.  The business assurance specialist will oversee business operations. Duties primarily revolve around providing and demonstrating task instructions, keeping attendance, and measuring key performance indicators. You will be expected to keep records and produce reports that will be used to review team performance.  The role is tasked with the numerous, day-to-day activities required to ensure business demand is met utilizing the staff and resources of the respective business units. This role is expected to be remote but may require overtime and weekend hours.

Key Duties and Responsibilities:

Under general supervision of service desk leadership, provide customer support for instructional calls, question and answer calls, and handling of all other customer issues by performing question/problem diagnosis, searching knowledge-based articles, and guiding users through step-by-step solutions in a call center environment. Answering phone calls with a smile is a must. Able to clearly communicate directions in a user-friendly, professional manner and clearly document the issue and solution in ticketing software. Under general supervision of the service desk leadership with minimal supervision from the business assurance department, the incumbent will be responsible for the following tasks: 

• Executing the Runbook for Business Assurance Specialists throughout the day
• Role adheres to the policies set by Business Assurance Manager
• Support Client Services by monitoring client communications, identifying and communicating issues/problems, acting as a backup account SME
• Performing Real-Time Adherence and follows up with team lead on “soft” enforcement
• Performing call statistic monitoring
• Responding to IT outages according to the procedure documented in the Run Book for Supervisors
• Coordinate with Team Leads on Utilizing VTO, MOT, VOT, and intra-day and intra-week in accordance with documented policies to efficiently meet Service Delivery demand
• Monitoring adherence to schedule, policy and process 
• Consults with People Services to aligning on schedule, policy and process
• Updating the daily log with details of Service Delivery and staffing impacting events/issues that occur throughout the day and ensuring logging is completed
• Staying up-to-date on current policy and procedures relevant to Service Delivery
• Participate in Service Delivery planning 
• Monitor Service Delivery short-term demand
• Monitor Service Delivery to ensure resources meet demand 
• Manage Service Delivery Metrics such as Not-Ready, Utilization, TSF, Etc.
• Providing overflow call support during NSBH Hours
• Staying in call rotation during hours that only require 1 BA and 1 Agent
  • Providing immediate escalation on autogen tickets
• Other duties as assigned

Requirements

• Employee of Netfor for at least 6 months or longer 
• High Level of Proficiency:
  • All Service Desk clients 
  • All interaction types - phone, chat, email
• Open Availability Third Shift 11:00PM EST-7:00AM EST:
  • Weekday
  • Overnight
  • Weekends

Reporting

The role reports to the incumbent's current team lead with a dotted line to Tyler Kemp. 

Work Environment

While performing the duties of this job, the employee is regularly required to sit, talk, hear and use hands and arms to reach. The noise level in the work environment is usually low to moderate.
 

Process for Switching Between Roles

During the workday the dual role is required to complete tasks in both departments. Tasks for business assurance will be provided by the Business Assurance Manager and tasks for the shared service desk will be provided by the Service Desk Team Lead. When asked to switch between the two departments it is at the discretion of the Shared Service Department based on coverage and workload. At the time of switching between both departments it is imperative that the employee switches job codes in Paycom. When asked to switch between departments, employees will need to acknowledge the request, finish current work rather than a call or an invoice, and begin working under the job code provided for whichever department the work is being performed. 

DISCLAIMER

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities.

Netfor, Inc. is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Netfor, Inc. participates in E-Verify.

Netfor, Inc. will not sponsor applicants for work visas.