Provide reliable technical assistance to internal and external customers. You will ensure professional coverage of Technical Support Helpdesk. You will drive focus on accuracy, timely feedback, and customer satisfaction.
You will drive timely identification, investigation, resolution, root cause analysis and replication of technical issues. You will use your influence to expedite complicated cases. You will develop broad understanding of customer needs.
You will drive the knowledge-sharing mindset, methodology, and tools. You will develop Technical Support processes. You will ensure proper documenting and recording of all activity and communication.
You will address systemic coordination issues across teams.
Key ResponsibilitiesFacilitate issue identification and analysis
Investigate and resolve technical issues
Track requests resolution
Provide technical training
Build relationships with customers
Test products & software
Develop and share knowledge
Manage team
Lead team alignment