PRIMARY PURPOSE: Troubleshoot, replicate and resolve customers/members inquires related to online course access, connectivity issues, account lockouts, and any other related requests. Track frequently asked questions and work with staff to ensure timely responses and resolution to customer requests. Assist with the day to day activities of the Customer Service department.
Builds and maintains knowledge database of customer/member technical issues. Documents nature of issues, recommended resolution and tracks frequency of various issues.
Utilizes Helpdesk ticket tracking system to document, track and monitor customer issues; writing solutions, FAQs, etc.
Troubleshoots a variety of technical and non-technical issues customers are having with SCCM products and services.
Acts as customer/member advocate and makes recommendations regarding improvements to SCCM products, services, and systems.
Provides basic training to customers/members on navigating various SCCM products and services.
Attempts to resolve customer/member Level 1 technical issues.
Associate degree or High School diploma or 2 years customer service experience
Must be patient, have an outgoing personality and willingness to learn.
Experience in assessing and troubleshooting customer technical issues
Excellent verbal and written communication skills
Proficient with MS Office and navigating databases
Association experience is helpful
Helpful: bilingual in Spanish
About Society of Critical Care Medicine
The Society of Critical Care Medicine (SCCM) is the largest multi-professional organization dedicated to ensuring excellence and consistency in the practice of critical care medicine. With 16,000 members in 80 countries, SCCM is the only organization that represents all professional components of the critical care team. The Society offers a variety of activities that promote excellence in patient care, education, research, and advocacy.