Job Summary
• This role is responsible for independently addressing customer concerns using established protocols, resolving moderately complex technical issues, and providing comprehensive responses about products and services. The role actively collaborates with teams, contributes to customer solution offerings, and aligns their work with global strategies. The role adheres to standards, maintains data confidentiality, and completes process-oriented assignments with minimal supervision.
Responsibilities
• Operates almost independently, adhering to established protocols to address customer concerns, with a degree of moderate judgment to complement the outlined process.
• Resolves moderately complex technical problems encompassing hardware and software through incoming customer interactions and proactive notification systems.
• Provides comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for both current and obsolete products, components, and options, in alignment with customer entitlement, such as extended warranty coverage through the enterprise.
• Assists customers proactively to mitigate or prevent the occurrence of problems, while also participating in initiatives aimed at enhancing processes or ensuring quality improvements.
• Works effectively with clients, programmers, QA testers, and managers to ensure seamless project outcomes.
• Provides valuable input to customer solution offerings, aligning recommendations with specific requester needs.
• Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.
• Adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment.
• Completes process-oriented assignments, shares technical information, and supports department-level operational plans.
• Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision.
Education & Experience Recommended
• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 4-6 years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.
Preferred Certifications
NA
Knowledge & Skills
• Active Directory
• Agile Methodology
• Automation
• Computer Hardware
• Computer Science
• Desktop Support
• Help Desk Support
• Information Technology Infrastructure Library
• Issue Tracking
• IT Service Management
• Linux
• Microsoft Azure
• Microsoft Office 365
• Microsoft Windows 10
• Operating Systems
• Peripheral Devices
• Scripting
• ServiceNow
• Technical Support
• Windows Servers
Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
Impact & Scope
• Impacts multiple teams and acts as a project leader providing direction to team activities and facilitates information validation and team decision making process.
Complexity
• Works on assignments that are moderately complex in nature and require intermediate problem resolution.
Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
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