Canvas Client Portal Generalist

Job description

DESCRIPTION:

This role provides general level 1 support for Canvas Client Portal. The role will handle support queries through multiple channels such as phone, email and livechat. The generalist role will report to a Supervising associate. Generalists will be required to gain a broad knowledge of Canvas and should also be able to identify when a query needs to be escalated to the next level.

RESPONSIBILITIES

HELPDESK:

·  Deal with all Level 1 queries for Canvas Client Portal within SLA, using Phones, Email and livechat

·  Escalate level 2 issues to the next level with all relevant documentation and troubleshooting.

·  Proactively identify ways to improve the operational support model and work with the lead to implement these.

ENROLMENT

·  Adding users and companies related to EY Canvas Client Portal

·  Thorough understanding of the Client Portal registration system and different logs that are captured

SKILL SET REQUIREMENTS:

·  Excellent customer service skills

·  Good communication skills with the ability to professionally communicate at all levels of the organization

·  Excellent written and verbal communication

·  Eye for detail and ability to apply knowledge gained when dealing with issues and communicating status clearly to the end user - not just scripted response

·  Strong Analytical skills

·  Strong troubleshooting skills

·  Basic technical knowledge of internet and related systems

·  Basic understanding of ticket documentation would be preferred