job Description :
to Provide Front Line Support Via Live Web-chat Support to Certified Technicians At Asp's. with a Predominant Focus On Assisting Field Technicians with the Repair of Products, this Team Draws On Technical Information from Groups such as Engineering, Service Training and Documentation.
key Responsibility :
own, Analyze, Research and Respond to Asp Escalations in a Timely Fashion.
Identify Potential Engineering Issues And/or Trends in Escalations By On-going Analysis and Tracking of Escalations.
Meet Core Team Competency Requirements such as Customer Satisfaction Goals, Team Metrics, Engineering Outcomes and Certification Requirements.
In-depth Understanding of Organizational Goals and Active Participation in the Achievement of Those Goals
Work Closely with and Support Technical Teams.
Takes Responsibility for Tasks and Decisions as Documented in all Processes and Procedures.
Has a Willingness to Update Processes, Training and Procedures as Required.
desired Skills :
english Language Proficiency Required to Support Customers
Extremely Skilled in Documenting Written Troubleshooting Steps or Instructions
Strong Customer Service Focus and Enthusiasm for Achieving Excellence
Experience in Resolving Technical, Systems And/or Perception Issues with Customers.
At Least Two Years Experience in a Similar Technical Role
Technically Minded, It Industry Savvy, with the Ability to Quickly Understand, Converse with Fluency and Provide Solutions to the Intended Audience
Motivated to Demonstrate Their Technical Service and Support Skills in the Course of Handling Queries from the Start of the Issue Right Through to Final Resolution
Exceptional Troubleshooting Methodology, Both Procedural and Technical.