Tech Supp Professional

Job Description

Provide reliable technical assistance to internal/external customers and receive escalations of cases from the T1 team. Cover the Technical Support Helpdesk via phone, email, and chat. Support accuracy, timely feedback, relationship building, and customer satisfaction. Drive timely identification, investigation, resolution, root cause analysis, and replication of technical issues. Develop a broad understanding of customer needs and support the knowledge‑sharing mindset, methodology, and tools by developing and maintaining technical knowledge base content. Develop training material and agenda to provide training to peers and T1 team.

Responsibilities

• Implement strong listening skills to truly understand a customer problem or question, to present information clearly and concisely in verbal and written forms.
• Leverage teamwork with other groups and functions to investigate and resolve customer requests.
• Help devel...