Tech Supp Professional

• Provide reliable technical assistance to internal and external customers
• You will provide professional coverage of Technical Support Helpdesk
• You will support 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 build internal relationships to expedite complicated cases
• You will develop broad understanding of customer needs
• You will support the knowledge-sharing mindset, methodology, and tools
• You will help develop Technical Support processes
• You will ensure proper documenting and recording of all activity and communication
• You will address systemic coordination issues

Key Responsibilities

• Facilitate 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

• Customer facing experience
• Experience in the industry is preferred
• Excellent interpersonal and verbal written communication skills
• Strong continuous improvement mindset, strong leadership impact
• Experience with Salesforce.com and SharePoint
• Demonstrated experience with Knowledge Management Call Center Management
• Good administration skills
• Some experience with a variety of the businesses product programming languages