Responsibilities
Product/Process Improvement:
- Uses available tools to deliver solutions for customer issues of limited scope.
- Identifies potential defects and escalates to more senior engineers to resolve.
- Follows processes provided by the business.
- Provides feedback to improve products to more senior engineers or technical advisors.
- Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.
Readiness:
- Attends readiness trainings and non-technical trainings to ensure that they become proficient in support topics.
Response and Resolution:
- Reviews issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
- Handles customer issues through collaboration, resolution, or escalation. Documents technical work and research.
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
- Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.
Qualifications
- Required Qualifications:
• Bachelor's degree in Computer Science, Information Technology (IT), or related field
o OR 1+ years of technical support, technical consulting experience, or information technology experience
o OR Certifications in SQL, coding, development, or other related certifications
o OR equivalent experience - • Experience working in a multicultural or global team environment
- • Ability to read, write and speak fluent English
Preferred Qualifications:
- Experience working in a customer service environment, retail, sales, etc
- Experience in using innovative technologies such as AI in every day life.
- Experience working in a dynamic team environment.
- Experience with problem solving and providing solutions to customers
