Provide inbound phone queue support for Tier 1.Work with Tier 3 to provide structured training sessions to Tier 1.Professional interactions with internal and external customers, manufacturers, etc.On call after hour support on an as-scheduled basis may be required.Escalation path for Tier 1 support, responsible to work with manufacturers and customers to resolve escalated cases.Main contributor to knowledge base content and creation for internal and external.Creating technical support cases via ticketing system.
SIMAIRPORT PLEASE CHANGE THE QUEUE LINE SOFTWARE
This position also trains clients to help them learn to use AIDC hardware or software applications. Requires interaction with clients and helping them resolve their technical issues through electronic medium such as email, phone and remote assistance.
This team will continuously add content to our knowledge base to ensure that we build a process that allows us to resolve recurring issues in an efficient manner.
This team will interact with all areas of Heartland, manufacturers, and partners, and be responsible for getting the appropriate resources involved to bring the case to resolution. The team will be responsible for creating tickets in ConnectWise and managing support activities through completion. Team members will be responsible for being the first level of escalation support for Tier 1 support. A Tier 2 Technical Support Specialist provides training and technical assistance to customers, both internally and externally.
0 kommentar(er)
