Job
Description
- Works mainly independently to solve client queries and largely follows precedents, having basic knowledge of specialized concepts
- Provides second level specialized technical support to various users and corporate IT administration teams at customer accounts.
- Troubleshoots, researches, and answers client inquiries of a technical nature around the technical specifications of the product to work properly, including but is not limited to configuration, connectivity, installation, operating systems, version update, maintenance activities, and accessibility issues.
- Works with internal and external parties, including vendors, developers and product managers to resolution.
- Performs customer site break fix activities remotely (or dispatches to site when required) using global consistent methodologies and tools.
- Ensures the accurate delivery of information and resolution.
- Maintains a strong understanding of standard customer environments, including operating systems and cloud technology, and products being supported and how they relate to a client s workflow and integration needs.
- Uses voice of the customer to improve products and services or processes and contributes to projects within a broader project or has accountability for ongoing activities
- May perform installations, upgrades, migrations and technical onboarding activities and is an active contributor to product releases and upgrades
Qualifications Experience:
- University Degree in Information Science, IT Administration, Computer Science
- Relevant working experience