Rapid Response Specialist

## Description

Rapid Response Team members are the friendly, responsive voices clients first hear when they reach PCC Support. Rapid Response Team members provide reliable, front-line assistance to clients who contact Support through the general phone and email queues. They interpret all client-reported issues into actionable Support items, answering and resolving those that can be addressed quickly and passing others to the appropriate PCC party for follow-up and resolution. Rapid Response Team members collaborate closely with other team members, Client Advocates, and Technical Specialists, and across Value Streams to deliver holistic, responsive, and efficient support to PCC clients.

## **Key Skills and Functions**

• Responsiveness
• Attention to detail
• Ability to retain a working knowledge of many different products and services
• Set priorities for the resolution order of inbound support requests

## **Responsibilities**

• In coordination with other Rapid Response Team members, staff phone and email queues between the hours of 8:30 am and 8 pm, Monday - Friday, except during standing team meetings
• Respond to all inbound calls and emails routed to the general PCC Support phone and email queues.
• Interpret all inbound issues into actionable Support items. Obtain relevant details from clients, take troubleshooting steps, and document detailed findings in a Support ticket.
• Resolve issues that can be fixed quickly or require little research or follow-up over the long-term.
• Escalate questions and issues outside RRT’s scope to other parties at PCC.
• Inform Value Stream members about notable changes, news, or findings for clients, particularly during huddles and standing meetings.
• Collaborate closely with other Value Stream members to deliver holistic, responsive, and efficient support to PCC clients.
• Assess the severity of inbound client issues and communicate resolution priorities to Value Stream members.
• Mentor new support staff

## Qualifications
## **All Software Support Team Members**

• Routinely participate in special projects/roles as needed
• Actively pursue ongoing education for yourself to stay current with PCC product knowledge
• Provide client education and training via teleconference, web labs, etc
• Participate in the annual PCC Users' Conference
• Train clients during on-site visits (Go-lives, Follow-ups, client-requested training)
• Attend ATC's
• Participate in release overviews and assist with alpha testing
• Attend team meetings
• Support clients during late shift hours as needed

*This position is supported by the Ensure Success Value Stream Leaders*

## **Hours & Travel**

*Regular Hours*. Rapid Response Team members work **eight hours**daily, Monday through Friday, between 8:00 am to 8 pm. Rapid Response Team members are expected to be signed in to the phone system by 8:30 a.m. (when phone lines open), unless other arrangements have been made.

*Late Shift*. Rapid Response Team members are responsible for staffing the late shift. If you are filling this position, the first four hours of your workday can be scheduled at any time before 4 pm. The hours are set from 4 pm to 8 pm to ensure we are covering emails and calls during business hours for clients in all time zones.

*Travel*. Rapid Response Team members provide on-site support to clients during in-office visits. Rapid Response Team members typically travel to client offices two to three times per year, with each trip lasting an average of six days.