ESC Administrator II

Location: Orlando
Posted on: June 23, 2025

Job Description:

Location: 100% Remote Duration:3 Months Contract Job Requirements: Handles all incoming calls, emails, and other communication channels into the ESC and utilizes internal tools to assist customer with inquiry or issue. Creates cases for all incoming inquiries to the ESC and strives to assist the customer with a first contact resolution. Follows case management guidelines around customer notification, resolution and documentation. Escalates time sensitive and/or high impact inquiries to a Senior Specialist, supervisor or manager. Respond, resolve and/or distribute customer inquiries to the appropriate team or team member for resolution. Follow up on outstanding issues to ensure resolution, keep customers informed on the status of research and closes Service Now ticket when complete if applicable. Provides online navigation assistance for customers and utilizes the Bomgar tool to effectively identify and resolve the problem. Responsible for securing, safeguarding and keeping confidential employee information as required by our, “Personally Identifiable Information Security Policy” and all other company data privacy requirements. Position supports 4 time zones. Must adhere to scheduled phone time during shift and remain flexible to support unanticipated events that drive volume. Flexibility is required to support peak volume events throughout the year. Adhere to Service Level Agreements, Quality Assurance expectations, and Performance Metrics. Performs other duties as assigned by management.

Keywords: , Titusville , ESC Administrator II, Customer Service & Call Center , Orlando, Florida