Descripción del empleo
Provides remote technical support expertise in a complex information infrastructure environment with the need to integrate Technology products and systems with other Technology and non Technology computer systems being operated by customers.
Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both Technology's business operations and the business operations of Technology customers.
Responsabilidades del empleo
Resolves complex issues forwarded by other team members (e.g. executive technicalescalations). Solves problems for customers with challenging expectations (often escalated or irate).
Maintains / builds relationships with other groups that impact the technical aspect for phone support (e.g. tool content teams, product group).
Participates with leaders to determine focus areas for technical improvements (e.g.establishes targeted mentoring programs, consults on incentives related to technicalperformance).
Excels at tolerance for processes and people. May coach team members in achievement of metric results. Excels at recognizing internal and external customer’s needs and expectations.
Applies basic 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 major or critical issues to next level Solves problems for customers with challenging expectations, often escalated or irate Maintains proficiency in supported technologies Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner Excels at tolerance for processes and people.
Requirements : · Typically requires 0 - 2+ years of related experience in Technical Support with background education in any IT related career.
English must be Advanced, with ability to intercat fluently and naturally with an English native speaker. Knowledge of job associated database, software and documentation · Problem solving skills ·