Job Description Summary
Responsible for providing "best-in-class" customer experience for collaboration and digital workplace technologies. You will be expected to leverage new technologies and analytics to continuously improve the customer experience. This position will be responsible for both working directly with customers, as well as providing technical leadership and to facilitate the adoption of new technologies and tools.
Job Description
In this role, you will:
Respond to and track reports from internal and external customers.
Provide initial triage, with goal to handle more issues over time with familiarity/skillset.
Oversee defined IT processes ensuring correct execution; identify and communicate issues and variances when found.
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Interact with customer systems (logins, copying down files, configuring software, etc.).
Enter bugs and feature requests in tracking systems.
Documentation of problem-solving steps into a growing knowledge base.
Track distribution of support issues to look for optimization possibilities.
Identify processes and applications having problems, scan through error logs and source code, help determine reproduction paths.
Investigate of software crashes, with potential to code bug fixes.
Proactively reduce future support burden through identification of improvement opportunities.
Resolve day-to-day issues related to strategy implementation. Escalates issues that impact the client and/or strategic initiatives.
Participate in key initiatives as a project member executing defined tasks to achieve defined project goals.
Education Qualification
For roles outside USA:
Bachelor's Degree in with basic experience.
For roles in USA:Bachelor's Degree in with minimum years of experience2years
Desired CharacteristicsTechnical Expertise:
Experience in sustainment engineering, technical customer support, or software development
Hands on operations experience with multiple application, OS and network level support
Experience with basic computer networking and common end user trouble shooting
Experience with Windows, Mac, iOS, Android operating systems
Business Acumen:
Ability to manage to aggressive deadlines while staying true to strategic outcomes
Ability to communicate effectively with technical and non-technical communities
Ability to understand and communicate complex business, and technical concepts clearly and accurately
Demonstrated customer focus
Personal Attributes:
Project management skills; demonstrated ability to deliver on-time and on-budget
Uses critical thinking skills and disciplined approaches to help leaders and leadership teams resolve issues and define solutions
Excellent communication skills and the ability to interface with customers with confidence and clarity
Ability to work independently on projects and a sharp eye for detail
Highly collaborative, team-oriented individual
Positive, enthusiastic and confident attitude
Note
Note:
To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.
This Job Description is intended to provide a high level guide to the role. However, it is not intended to amend or otherwise restrict/expand the duties required from each individual employee as set out in their respective employment contract and/or as otherwise agreed between an employee and their manager.
Additional Information
Relocation Assistance Provided: No