The Client is an affiliated company to a large number of individual publishers around the world, including locations in (but not limited to) Baltimore, London, Waterford, Paris, Buenos Aires, and Mumbai. These publishers are focused on developing products that help individuals throughout the world manage their own financial and health destinies. The Enterprise Applications group within our client develops and supports e-commerce, middleware, business intelligence, and email marketing applications that are used by the affiliated publishers. Job Function * Own ZenDesk tickets that are assigned to your queue as well as the team queue. * Provide technical and layman terms to all parties when necessary. * Acknowledge & identify desired delivery dates. * Incorporate the original request into a response when formulation a response. * Provide recap of original request(s) & action items in regards to the issue upon the closure of the request. * Articulate clear & concise responses to Affiliates in a non-root approach. * Proper use of public vs. private comments while communicating with internal teams & end users. * Understand the true business value of provided updates. * Ensure issues can be reproduced prior to escalation. * Awareness, understanding, and ability to articulate to Marketing Intelligence and Fulfillment & Renewals how a support issue could potentially affect their department. * Awareness of when it is the proper time to reply within a ZenDesk ticket vs. placing a phone call to the end user. * Keep the end users informed throughout entire process. * Follow up on the requested item upon completion when necessary. * Provide recommendations & options to the affiliate when appropriate. * Direct Observation.
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