Handles escalated support calls or tickets, working directly with customers to provide services and help resolve computing problems
Job Summary
Handles escalated support calls or tickets, working directly with customers to provide services and help resolve computing problems.
Manages bug fixes and software enhancements, using discretion to effect timely solutions to ensure customer satisfaction and eliminate downtime.
Provides technical leadership and training for lower level support specialists, directing their activities to contribute to overall help desk performance.
Matching Summary
Handles escalated support calls or tickets, working directly with customers to provide services and help resolve computing problems.
Skills & Requirements
Must-have
escalated support calls and tickets
resolve computing problems
manage bug fixes and software enhancements
technical leadership and training
collect detailed information
hardware/software solution by phone
Nice-to-have
prevent cost overruns
sound professional judgment
internal training and mentoring
Key Requirements
Recognizes issue with code, but escalates to development
Receives requests for computer technical assistance
Exercises sound professional judgment in analysis of problem