ESSENTIAL JOB FUNCTIONS

1. Handles and addresses inbound voice, email, and chat inquiries. 

2. Identifies and escalates continuous improvement opportunities. 

3. Manages SLAs and customer experience. 

4. Answers inbound voice mails, emails, and chat inquiries from 866-Alorica, Help@Alorica.com and other internal access numbers. (Some external/internal Outbound required). 

5. Tracks and categorizes inquiries using Microsoft Application. 

6. Works with AAYS Team to build, develop, and maintain current and future training materials, knowledge enhancers and job aids. 

7. Liaises with IT Service Desk experts as required to maintain/update reference systems (i.e Outlook, GAL) 

8. Participates in engagement and project requiring AAYS support to identify and plan Service Desk alignment during project rollout and implementation. 

9. Recommends forecasting and process changes for the Alorica At Your Service within and beyond the scope of assigned responsibilities to ensure the most efficient operations and processes possible. 

10. Responsible for understanding and complying with all company policies and procedure. 

11. Handles Facilities Ticketing using ServiceNow system (as Facilities Rapid Response Team) 

11.1 Responsible to cover midshift/morning and weekend schedule if required