Job Summary
• This role is responsible for independently handling complex customer issues, resolving intricate technical problems related to hardware and software, and providing comprehensive responses about services, products, and technical matters. The role guides customers proactively and maintains customer relationships, while also coordinating work and leading complex requests. The role also contributes to process improvements, and mentor agents.
Responsibilities
• Addresses complex customer issues independently, ensuring adherence to established protocols.
• Resolves difficult and complex technical problems related to hardware and software through interactions with customers 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 warranty coverage through mission-critical support.
• Guides customers proactively to mitigate or prevent the occurrence of problems, while also participating in initiatives aimed at enhancing processes or ensuring quality improvements.
• Establishes and maintains trusted relationships within customer accounts across the spectrum of technical users.
• Provides resolutions and feedback by performing root cause analysis of outages and trends to address issues promptly and effectively.
• Coordinates departmental work, identifies improvement opportunities, and ensures effective business controls for streamlined processes.
• Leads and assigns responsibilities for complex requests, contributing innovative concepts, and implementing changes for process improvement.
• Proactively monitors and troubleshoots complex problems, collaborating with exempt-level employees to develop recommendations.
• Analyzes tasks, collaborates with internal partners, and provides mentoring and guidance to lower-level roles, aiming to enhance organizational performance.
• Work towards meeting SLAs and KPIs for the team
Education & Experience Recommended
• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 3-6 years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.
Preferred Certifications
Comptia A+ will be preferred
Knowledge & Skills
• Computer Hardware
• Desktop Support
• Help Desk Support
• Information Technology Infrastructure Library
• Issue Tracking
• IT Service Management
• Technical Support
Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Customer Centricity
Complexity
• Works on assignments that are highly complex in nature where a strong degree of initiative and technical knowledge are required to resolve problems.
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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