Customer Service Specialist

Position Summary:
This position is responsible for responding to inquires and providing top level customer service and information to customers calling into the Operations Center hotline. Records all customer contact information in a call log. Evaluates situation, determines appropriate response and escalates to designated specialist/resource for resolution of customerÔ€™s problem or complaint. Tracks issues escalated for resolution to ensure customer receives timely response. Provides assistance to IT users for all aspects of end-user computing and desktop-based system software. Evaluates, maintains, modifies and documents application support needs, participates in testing and evaluation of applications. Monitors system alerts and responds and/or escalates to a Level II or Level III Infrastructure Subject Matter Expert (SME) or Application Services Subject Matter Expert (SME).
Primary Duties and Responsibilities: includes but not limited to:
Provides Level I system support to business customers and escalates issues to Level II or Level III Infrastructure Subject Matter Experts (SMEs), Application SMEs or contracted external vendors based on defined escalation procedures
Follows established escalation processes and procedures for systems portfolio
Utilizes a comprehensive system knowledge database for the purpose of providing expeditious issue resolution for a diverse system portfolio
Effectively and efficiently utilizes software tools for recording, routing, escalating and analyzing customer service calls
Assists in the analysis of the technical performance and reliability of products, systems and services against identified industry standards to ensure customer satisfaction
Assists in the development of standards for client technologies (e.g. desktops, laptops, printers, telephones, mobile telephones) to aid troubleshooting efforts, training and total cost of ownership
Monitors critical system alerts, responds to and escalates alerts to a Level II or Level III Infrastructure or Application Services Subject Matter Expert (SME)
Secondary Duties and Responsibilities:
Configures, installs, monitors and maintains userÔ€™s hardware or software when called upon by direct supervisor
Executes a pre-defined portion of a comprehensive preventative maintenance program when called upon by direct supervisor
May provide on-site training for users
Responsible for enforcing the privacy rules pursuant to the Health Insurance Portability and Accountability Act of 1996 (HIPAA)
Competencies: Incumbent will master the following competencies while in this position:
Excellent customer service skills
Excellent written and verbal communication skills
Excellent written skills as demonstrated in providing detailed information in HEAT tickets
Basic root cause analysis of technology solutions
Ability to follow a specified checklist or procedure without unnecessary or unwarranted deviation
Training Requirements:
Knowledge of Mohegan Sun corporate and department policies and procedures
Mohegan Sun project management process and methodology
Mohegan Sun timesheet categories and guidelines
Mohegan Sun Application Information Summaries and application escalation procedures
Mohegan Sun incident report and escalation tool (HEAT)
Mohegan Sun application and system knowledgebase (HPK)
Customer service training and skills
Physical Demands and Work Environment:
Office work environment
Must sit in front of a computer screen for extended periods of time
Must be able to work various shifts and flexible hours
This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with the job. Mohegan Sun reserves the right to make changes in the above job description whenever necessary

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