Remote Regional Relations Support Coordinator
Full Time
Kansas City, MO 64108
Posted
Job description
Required:
Technical Support (1+ years)Customer Service (CS) (1+ years)
Contract (40 hrs/week)
Summary of Qualifications:
To successfully perform this role, the individual must be analytical, problem-solver and self-directed. The HIWU Regional Relations Support Coordinator must possess high integrity, and have a desire to serve HIWU’s constituents. Essential requirements include strong communication; proven experience configuring, managing, and troubleshooting iOS devices and applications; network connectivity troubleshooting; and motivation to become a subject matter expert of HIWU’s proprietary systems. Minimum of one year experience in a similar support role. Passing a pre-employment screening, including background check, drug test, education verification, and confidentiality agreement, is a requirement.
Essential Duties and Responsibilities: • Provide Level 1 hardware (e.g., iPad) and HIWU proprietary software support during standard and non-standard business hours to State Racing Commissions, test barn and sample collections personnel via a dedicated line including but not limited to: o Answer calls and educate collection personnel on the sample collection process using established best practices and procedures. o Troubleshoot issues being experienced by personnel in-the-field pertaining to the sample collection process. o Route and escalate calls to designated HIWU staff as required to ensure appropriate resolution. o Maintain and document call resolution database with details of call and resolution provided including applicable resolution.
• Execute administration support including but not limited to: o Data entry of testing documentation o Reconciliation of invoicing and other testing-related records o Tracking data and creating reports o Special projects and tasks as needed • Punctual and reliable with performing assigned duties • Provide exceptional support experience • Assist with other relevant duties, as assigned. • Utilize Spiceworks Helpdesk system to document support work and identify re-occurring issues.
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