The Wholesale Helpdesk enables Wholesale teammates to serve internal and external clients by resolving issues and answering questions with efficiency and effectiveness. The Helpdesk is focused on Wholesale business processes that interface with and leverage Wholesale specific technologies.
This role is responsible for helping Wholesale teammates resolve issues and answer questions to enable teammates to get back to work for our clients. They do this through:
1. Providing phone and email support to Wholesale teammates through active listening and effective problem solve identifying root causes and ensuring resolution by agreed upon service levels
2. Work to achieve team and individual goals in client experience, efficiency, and other goals as determined by Wholesale OpEx.
3. Develop subject matter expertise in the areas of the business supported and the technology that supports those processes.
4. Identify opportunities for automation as well as self-service opportunities to empower the business to actively resolve issues where possible.
5. All other duties as assigned to support the needs of the business and operational excellence goals.