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, eliminate downtime, and prevent cost overruns.
Provides technical leadership and training for lower-level support specialists, directing their activities to contribute to the overall performance of the help desk operation.
Matching Summary
Handles escalated support calls or tickets, working directly with customers to provide services and help resolve computing problems.
Skills & Requirements
Must-have
handle escalated support calls
resolve computing problems
manage bug fixes and enhancements
technical leadership and training
collect detailed information
analyze technical problems
Nice-to-have
sound professional judgment
customer satisfaction focus
prevent cost overruns
internal training and mentoring
Key Requirements
Experience with escalated support calls
Experience with bug fixes and software enhancements