Resolves problems with customers via telephone, email or chat sessions using technical product knowledge and strong interpersonal skills. Troubleshoots problems with appropriate applications, products and vendors. Identifies and documents customer issues, and escalates complex issues. Understands multiple applications and platforms.
- Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills; diffuses angry customers. - Fully documents customer interactions in real-time; may author content for review. - Solves problems in a timely manner using full understanding of the product functions and features and customer environment. - Analyzes and corrects product issues/ malfunctions with intermittent supervision on day-to-day work and general supervision on new assignments. - Works on a full range of problems of moderate scope that require selection and/or modification of existing procedures and processes. - Manages multiple tickets related a spectrum of technical problems. - Collaborates with fellow technicians and supervisor to solve complex problems.
- Bachelor's degree required. - 2-5 or equivalent combination of education and experience, or 5+ years of equivalent work experience. - Demonstrates the ability to articulate technical issues in simple to understand terms to both management and customers. Demonstrates leadership qualities. Demonstrates strong customer service and communication skills.