Solves moderately complex customer issues on any product.
Provides first- or second-level support in the inbound or outbound contact center.
Prioritizes work based on time and complexity requirements. Exercises sensitivity to due process and proper pacing.
Routes customers when appropriate to proper support queues.
May identify opportunities for process improvements that contribute to the achievement of business metric goals.
Solves problems consistently and completely with minimum supervision.
Partners with team members to obtain resolutions to complex technical issues.
First point of contact for customer escalations.
Performs quality audits.
Applies introductory knowledge of servers and networks to field non-critical incidents, problems and recurring requests received from enterprise level customers by following documented Standard Operating procedures.
Prioritizes daily activities based on complexity
and escalates the issues to next level
Solves basic problems for customers and
attempts to resolve more complex issues
Understands support technologies
Fluent communication skills
Time management skills
Knowledge of job associated database, software and documentation
Problem solving skills
Strong technical aptitude and troubleshooting skills
Desirable Requirements: Typically requires 1+ years of related experience
We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.
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