Technical Customer Support II-2

Overview

Essential Duties and Responsibilities

• Troubleshoot and resolve a wide range of technical issues independently or with minimal supervision • Manage multiple support tickets, ensuring timely resolution and adherence to SLAs (Service Level Agreements) • Collaborate with cross-functional teams to address and resolve customer challenges • Actively contribute to the improvement of support processes and tools • Develop and deliver training content for entry-level team members to enhance team capability • Participate in technical review meetings and contribute insights on customer pain points and product improvements Job Requirements: • High School Diploma or equivalent vocational qualification / experience • 3 years of experience Key Skills and Competencies: • Some experience with AI-driven tools, such as machine learning-based diagnostic systems, virtual assistants, or predictive maintenance solutions, to improve customer support operations • Strong analytical skills to evaluate technical issues and identify root causes • Intermediate knowledge of hardware, software, and cloud-based systems • Effective at multitasking and prioritization in a fast-paced environment • Leadership potential with the ability to manage small projects or guide peers Position Specific Information: • Travel Requirements: Up to 10% • Able to Telework?: Hybrid Physical Demands: • Sedentary work that primarily involves sitting or standing