Resolves complex issues forwarded by other team members (e.g. executive technical escalations).
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 technical performance).
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