Job Description Responsibilities of the Role:
Assist customer and field engineers by diagnosing problems and providing resolution for technical or service-related issues. Troubleshooting to identify hardware or software products that are defective. Advice & educates customers through combination of experience & guideline documentation to ensure a solution to their technical issues. Provides input on recurring customer problems and shares that information with ither technical team members when relevant. Working with the TAM Team monitors and tracks issues to ensure accurate resolution. Monitors own “Open Case” workload and drives to closure. Answering support queries via phone, email, messaging, helpdesk applications and face to face. Delivery, Maintenance and Support of Services and their components as agreed and published in the Service Level Agreements at both corporate and client level. ...