As a CMS Support Specialist, you will perform a variety of technical and analytical support tasks and duties to assist with the day-to-day activities of the Marketing Departments. Support Specialists are responsible for supporting all marketing departments with daily functions such as computer troubleshooting, campaign setups, booking dated packages, maintaining agents connectivity with the system, research tasks, ensuring open lines of communication with all department leaders, and protecting customer and company confidential information. Support strives to provide the highest quality of service to our internal customers at the call center at all times.

Duties:

• Run adhoc reports as needed for all sales departments
• Be present on the floor at beginning of shift to make sure all agents receive calls and must troubleshoot and repair agents computers when they are having issues (frozen up, getting on computer, icons deleted, etc.)
• Reply to all emails sent to support
• Ensure supervisors have the necessary tools to complete their daily tasks; Ensure they are trained on the tools
• Work with department admins to provide headsets to agents
• Close all tickets for each shift.
• Book dated packages and tours and check status of various leads to see they have been charged
• Provide audio recordings to managers and assist with training new users to pull recordings as necessary
• Ensure all sales departments are able to receive or initiate calls through the system at all times
• Various research projects and develop a general understanding of the sales and marketing and how it relates to the systems that support those functions and projects