Details:
The L1 - Support Engineer is responsible for providing high-quality technical support through e-mail, phone interactions, desktop sharing with customers and by using incident tracking system. The job involves handling and resolving technical and functional queries from customers.
Responsibilities:
- Help resolve software and technical questions for the customer efficiently and effectively
- Gather the required information necessary in order to best handle customer query and technical inquiries
- Manage customer expectations regarding estimated response times for issue resolution
- Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations
- Extensively research and document customer technical issues
- Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
- Partner with Technical Support team members on various inquiries when needed
- Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
- Run monitoring reports for usage, performance, and/or availability.
- Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
- Invoice processing
- Documentation, PO Request/Management
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