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Human Monitoring Specialist

Company: Intrado
Location: Joplin
Posted on: November 17, 2022

Job Description:

For this opening we will consider candidates from the following locations: , United States - Joplin,MO,United States;Longmont,CO,United States;Omaha,NE,United StatesBasic Function Responsible for reviewing and classifying potential risks presented in student communications while ensuring adherence to established corporate and departmental policies and procedures; review incoming tickets in the queue and gather the relevant information from the request; utilize internal systems to identify the proper escalation procedures for each client, ensuring the correct parties are being contacted
Job Responsibilities Human Monitoring Functions -- Responsible for reviewing and classifying potential risks presented in student communications while ensuring adherence to established corporate and departmental policies and procedures

  • Review incoming tickets in the queue and gather the relevant information from the request
  • Review the information and make an assessment of the potential for risk
  • If there is potential for risk or harm communicated in the ticket, flag the ticket for escalation and follow established guidelines to properly escalate the issue
  • Utilize internal systems to identify the proper escalation procedures for each client, ensuring the correct parties are being contacted
  • Document the resolution for each ticket ensuring accuracy in data that is submitted
  • Provide demonstrations to clients of processes and answer any questions related to the assigned department that a client may have
  • Ensure adherence to security and confidentiality policies which includes: Student information, account details, threats, etc.
    Research Assistance -- Assist in resolving routine issues by identifying issue(s) and researching in a timely manner
    • Follow research through until resolution
    • Document all issues thoroughly maintaining department files
    • Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services
    • Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels Minimum Qualifications Education
      • High School Diploma or Equivalent required
      • Associate's degree from an accredited college or university in business administration, English, or related field preferred
      • Equivalent work experience in a similar position may be substituted for educational requirements
        Experience
        • Minimum one year of experience in customer support required, preferably in reviewing content for context of communications Other
          • Basic knowledge of MS Word and Excel required
          • Based on department need, may require 24/7 availability

Keywords: Intrado, Joplin , Human Monitoring Specialist, Other , Joplin, Missouri

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