Successfully resolve more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems
Train peers and new agents on job related material, solutions and new products
Monitor Backlog and help Technical representative to find solutions for open cases
Initiate and lead technical action plans
Act as a mentor and guide other employees
Assist Technical representatives in real time
Backlog Daily Monitoring
Weekly analysis of RR missed opportunities
Daily analysis of FTF & Missed cases
Low Performers Monitoring and Coaching
Support the technical trainings & assessments
Conduct and document regular technical trainings, workshops and NPI
Participates in projects and provides resolution and feedback based on analysis
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence
Provide direction and guidance to process improvements
Education and Experience Required :
High school education or equivalent. Typically requires 3- 5 years’ general experience, or equivalent combination of Experience and college level education.
Knowledge and Skills :
Superior skills both written and verbal communication.
Experience in customer facing role, remote support, telephone, e- support or similar.
Computer proficiency with applicable software applications
Has recognized technical skill in the range of products supported within relevant product lines; focus on a specific product line -
for example, Laser jet and office jets.
Knowledge and experience using Knowledge Management systems.
Thanks for taking the time to review our job, if you think it is a match to your experience and interests please apply today we are eager to learn more about you.
If you know a friend who may be a fit for the job please refer them.
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