Brainiac - Tier 3

Description

Job Code
207

FLSA Status
Nonexempt

BCI Company

The Brainiac
- Tier 3 is responsible for enhancing and optimizing our customer engagement and support systems. The Brainiac
- Tier 3 will be responsible for managing and improving the technology and tools that enable us to deliver exceptional customer experiences. This role requires a strong blend of technical expertise, project management skills, and a passion for ensuring seamless interactions with our customers.

The Brainiac
- Tier 3 will play a pivotal role in ensuring the highest level of product quality and customer satisfaction. The ideal candidate will have a strong background in quality control methodologies, impeccable attention to detail, and the ability to collaborate effectively with cross-functional teams. The Brainiac
- Tier 3 must demonstrate a strong knowledge of the company’s practices and procedures and must be able to perform the basic job duties of a Universal Technical Call Center Agent.

The Brainiac
- Tier 3 reports directly to the Director, Customer Experience Operations. There are no direct reports to this position.

The Brainiac
- Tier 3 interfaces with the following departments within the Company:

Interface Contact
- Regarding

Customer Operations
- Customer Issues, Quality Assurance, Call Center Agent Tool Maintenance

Technical Operations
- Proactive Network Monitoring, Customer Trend Analysis

Engineering
- Service Issues

Sales
- Marketing of Support Agreements

Marketing
- Current Promotions, Customer Trend Analysis

• Providing proactive network performance monitoring and customer service quality assurance by:
• Customer Service:
  Answering all incoming customer and field personnel calls efficiently and thoroughly in a positive manner to which they are assigned;
• Technical Support:
  Providing troubleshooting and support to the customer’s and contract field personnel request that are within skill proficiencies, Company policies, and department procedures;
• Quality Control:
  Conducting thorough inspections of inbound and outbound customer service interactions to ensure they meet established quality standards and specifications.
• Process Monitoring:
  Continuously monitoring production processes to identify any deviations from quality standards. Collaborate with Customer Operations teams to recommend corrective actions as needed.
• Documentation:
  Maintaining accurate and up-to-date records of quality control tests, procedures, and outcomes. Prepare comprehensive quality reports for internal review and ad-hoc issue investigation.
• Root Cause Analysis:
  Investigating service related issues, substandard network performance, and customer satisfaction scores. Collaborate with cross-functional teams to help develop and implement corrective and preventive processes.
• Data Analysis:
  Analyzing quality data trends to identify patterns, areas of concern, and opportunities for improvement. Present findings to management and recommend appropriate actions.
• Provisioning Support:
  Providing support for the hosted platform, including hosted email support, DNS changes, domain registration and renewal;
• Escalations:
  Forwarding all requests or problems beyond their skill level to the appropriate area of the Company;
• Meeting the standards of performance established by management for their job description;
• Proper use of all equipment and services assigned to a Customer Service Operations workstations and the department;
• Provide backup assistance for Brainiac – Tier 1 & 2 activities;
• Managing and improving the technology and tools that enable us to deliver exceptional customer experiences by;
• System Management:
  Overseeing the configuration, maintenance, and optimization of customer experience platforms, including CRM systems, live chat, helpdesk, and other relevant software.
• Integration:
  Collaborating with IT and other relevant departments to integrate customer experience systems with other business systems, enhancing data flow and accessibility.
• Process Improvement:
  Identifying areas for process improvement in customer interactions and support workflows. Develop and implement solutions to enhance efficiency and effectiveness.
• Troubleshooting:
  Investigating and resolving technical issues, system errors, and user challenges related to customer experience platforms. Coordinating with IT and vendors for more complex issues.
• System Upgrades:
  Managing system upgrades, updates, and enhancements, collaborating with IT and vendors to ensure smooth transitions and minimal…