Engineer Connectivity Ops - IT Support Liaison

8395 Establishes and ensures adherence of Service Level Agreements (SLAs) and Service Level Objectives (SLOs) for selected strategic customers 2.            Proactively monitors strategic customer connectivity on a daily basis, properly identifying issues and trends, working with appropriate resources to complete resolution 3.            Notifies strategic customers of major connectivity upgrades and issues 4.            Monitors Connectivity Help Desk support queues on a daily basis for strategic customers to ensure customer satisfaction, working with appropriate support teams 5.            Ensures excellent customer service by:           Taking ownership of escalated issues, maintaining ownership through closure by             using verbiage that is easily understood by non-technical customers, when appropriate Working with internal and external cross-functional teams to identify root cause(s) and apply timely and appropriate resolutions o             Proactively updating management on issues that affect customer satisfaction 6.            Provides input to management on technological solutions that resolve client connectivity issues 7.            Produces periodic management reports summarizing connectivity support for the identified strategic accounts. 8.            Participates in sales proposals and customer meetings as required 9.            Identifies new approaches or methods to develop solutions for client connectivity issues 10.          Comply with Quest Diagnostics' mission, values and standards   Supervision Exercised:  None   JOB REQUIREMENTS: Education Preferred:      o             Degree (BS/BA) or comparable experience. Work Experience:            o             3 years of experience in a laboratory customer connectivity role.          Other:   o             Strong commitment to customer service through teamwork o             Demonstrate solid grasp of key technical and process concepts related to all types of client connectivity issues o             A combination of Information Technology, Customer Service and Project Management skills, or equivalent training
Salary Range: NA
Minimum Qualification
Less than 5 years

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