Job Description

Job Title: Customer Support Advisor

The Customer Support Advisor will provide first line application support to Miramar: agent support requiring assistance completing on-line licensing registration and certification including resolving issues with navigating the software and answering questions.

Key Duties and Responsibilities:

• Provides first line application support to product users experiencing challenges and requiring assistance to navigate and complete on-line licensing requirements, registration, and certification
• Collects detailed information and asks effective questions to understand customer requests in order to diagnose and determine method of resolution
• Effectively uses all job aids and tools available to ensure all customer requests are resolved effectively and efficiently
• Diagnoses and resolves end users’ application issues, prevents problem escalation and provides solution tracking
• Perform other related duties as assigned
• Responsible for meeting individual performance metrics to include but not limited to: Adherence to Schedule, High Quality Performance, First Call Resolution, Dependability and Good Attendance, Productive Time in Queue, and Efficient Call Handling Time.

Qualifications