Job Description

Job Summary

This role is responsible for effectively resolving simple technical problems involving hardware and software and providing solutions and guidance to internal and external businesses and end users via telephone and electronic support channels. The role engages in articulating case summaries and resolutions for the Knowledge Management System (KMS). The role guides customers proactively to prevent problems, represents the organization in various activities, collaborates to meet SLA demands, and contributes proactively to projects through research and data analysis support.

Responsibilities

Resolves simple technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems. Addresses internal or external business and end user issues via telephone and electronic support channels, offering solutions and guidance. Articulates case summaries, resolutions, and contributes to the Knowledge Management System (KMS) through both written and verbal communication. Guides customers proactively to mitigate the occurrence of problems, while also representing the organization through activities such as customer visits, participation in industry conferences/trade shows, and vendor meetings. Utilizes relevant frameworks to implement solutions and contribute towards technical excellence. Provides resolutions and feedback by performing root cause analysis of outages and trends to address issues promptly and effectively. Collaborates with team members as needed to meet internal or external business and end user Service Level Agreement (SLA) demands. Applies foundational principles and contributes proactively to projects through research and data analysis support, providing regular updates on accomplishments and impediments. Supports priority projects with direction, maintaining relationships with internal stakeholders and sharing information via standardized reports.

Education & Experience

Recommended

Four-year Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence. Typically has 0-2 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.

Preferred Certifications

NA

Knowledge & Skills

Amazon Web Services Automation Computer Science Customer Relationship Management Customer Support Debugging Java (Programming Language) Linux Operating Systems Product Support Python (Programming Language) Root Cause Analysis Scripting Software As A Service (SaaS) SQL (Programming Language) TCP/IP Technical Services Technical Support Unix Workflow Management

Cross-Org Skills

Effective Communication Results Orientation Learning Agility Digital Fluency Customer Centricity

Impact & Scope

Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.

Complexity

Learns to apply basic theories and concepts to work tasks.

Disclaimer

* This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.