Communication Specialist - Identity & Access Management - TechWish
MN 55455-0213
About the Job
Job Duties:
Write and Send Email Responses:
Reviewing Emails: Responsible for managing a dedicated support inbox. They'll
be responsible for reading and understanding incoming emails, identifying the
purpose (e.g., inquiries, requests, complaints), and categorizing them
appropriately.
Timely Responses: The staff member must respond to emails promptly. This
includes addressing queries, providing relevant information, and ensuring
courteous communication in a timely manner.
Quality Control: They should ensure that email responses are accurate, concise,
and aligned with project details. Any necessary follow-up actions or escalations
should be clearly communicated.
Ticket Management:
Reviewing a ticket queue and creating accurate responses: The staff member
will be responsible for reviewing, drafting, and approving/sending all incoming
tickets.
Monitoring and Tracking: Regularly checking the status of open tickets, ensuring
timely updates, and following up with relevant parties (internal teams or
customers).
Resolution and Closure: Collaborating with technical teams to resolve issues.
Once resolved, the staff member will update the ticket status and notify the
requester.
Documentation: Accurate and detailed documentation of ticket interactions,
including troubleshooting steps, resolutions, and any additional notes. Escalating
any new FAQs or relevant trends appropriately.
General Responsibilities:
Professional Communication: The staff member should maintain a professional
tone in all interactions, whether via email or ticket comments.
Adherence to Policies: Following company guidelines, including security
protocols, privacy regulations, and response time expectations.
Collaboration: Working closely with other team members, especially those
handling related tasks
Continuous Improvement: Identifying areas for process improvement,
suggesting enhancements, and adapting to changing requirements.
Write and Send Email Responses:
Reviewing Emails: Responsible for managing a dedicated support inbox. They'll
be responsible for reading and understanding incoming emails, identifying the
purpose (e.g., inquiries, requests, complaints), and categorizing them
appropriately.
Timely Responses: The staff member must respond to emails promptly. This
includes addressing queries, providing relevant information, and ensuring
courteous communication in a timely manner.
Quality Control: They should ensure that email responses are accurate, concise,
and aligned with project details. Any necessary follow-up actions or escalations
should be clearly communicated.
Ticket Management:
Reviewing a ticket queue and creating accurate responses: The staff member
will be responsible for reviewing, drafting, and approving/sending all incoming
tickets.
Monitoring and Tracking: Regularly checking the status of open tickets, ensuring
timely updates, and following up with relevant parties (internal teams or
customers).
Resolution and Closure: Collaborating with technical teams to resolve issues.
Once resolved, the staff member will update the ticket status and notify the
requester.
Documentation: Accurate and detailed documentation of ticket interactions,
including troubleshooting steps, resolutions, and any additional notes. Escalating
any new FAQs or relevant trends appropriately.
General Responsibilities:
Professional Communication: The staff member should maintain a professional
tone in all interactions, whether via email or ticket comments.
Adherence to Policies: Following company guidelines, including security
protocols, privacy regulations, and response time expectations.
Collaboration: Working closely with other team members, especially those
handling related tasks
Continuous Improvement: Identifying areas for process improvement,
suggesting enhancements, and adapting to changing requirements.
Source : TechWish