Business Support Advisor

at  Conduent

ABOUT CONDUENT:

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

• Customer Support: Serve as the primary point of contact for customer inquiries, technical issues, and general support related to our ticketing systems. Respond to customer inquiries via various communication channels, including email, phone, and chat, providing accurate and timely assistance. Demonstrate empathy, patience, and professionalism while addressing customer concerns and providing solutions.
• Technical Troubleshooting: Troubleshoot basic technical issues reported by customers, utilizing established guidelines and knowledge base resources. Assist customers with system navigation, user account setup, password resets, and other basic technical tasks. Identify common technical issues and provide appropriate solutions or workarounds to resolve them.
• Incident Management: Document customer interactions, issues, and resolutions in a ticketing system, ensuring accurate and up-to-date information is maintained throughout the support process. Manage and prioritize support tickets according to defined service level agreements (SLAs), ensuring timely response and resolution. Escalate complex issues or those requiring Level 2 Support to the appropriate team members, providing all necessary details for effective resolution.
• Customer Relationship Management: Build and maintain positive relationships with customers, establishing trust and confidence in our products and services. Communicate effectively with customers, providing regular updates on the status of their inquiries and incidents. Proactively identify opportunities to improve the customer experience and provide feedback to the relevant teams.
• Knowledge Management: Contribute to the development and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and best practice documents. Document customer-reported issues, resolutions, and common solutions to facilitate efficient problem-solving and knowledge sharing within the support team.