As a TSS, you will be the escalation point for advanced technical issues and escalated customer service issues. You will be Tier 2 support for the Technical Support Analysts (TSA) and the Technical Account Managers (TAM) teams. Additionally, you will serve as a mentor to the TSA/TAM teams oversee their skill develop utilizing your patience, and constructive coaching. You will set a positive tone for the entire team providing encouragement and accessibility, especially during the demanding times.
What you will do:
Recognize and provide technical training, implement root-cause analysis prioritize and drive solutions to reduce customer issues, focus on process/procedure improvement and knowledgebase contribution understand the importance of immediate, accurate and satisfactory resolution of any customer work diligently with the TSA/TAM to address any customer concerns or questions that have been escalated.
Skills you need:
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