- To resolve issues identified by document imaging customers and provide customer service and support.
- To resolve issues which could not be resolved by the customer's Help Desk, System Administrator and Super Users.
- To provide the next level of expertise in resolving customer issues.
- To analyze seemingly unrelated issues, to thoroughly understand and the document the problem to solve, and then devise a solution and possibly implement it.
- To provide excellent customer service on every call.
- Maintain high quality service delivery and documentation.
RESPONSIBILITIES & DUTIES
- To manage, troubleshoot and resolve cases with standard, high and critical severities.
- Follow all standard operating procedures and processes in order to deliver a high quality customer service experience for internal and external customers.
- Collaborate with resources within the group and across other departments and support teams to acheive a "Service Point Engineer" experience all customer interactions.
- Document progress, troubleshooting activities, customer communications, resolution, root cause and time spent on all customer support cases in the appropriate tracking system.
- Communicate customer status, concerns and issues to the appropriate Account Manager, Team Lead, management and support personnel or other Service Point Engineer resources on a routine basis or as a given situation warrants.
- Coordinate the scheduling, delivery, testing and implementation, steps associated with software and hardware fixes, enhancements and/or customization with assigned customers.
- Assist in the development of other support employees through participation in education and training activities.
- Create knowledge bridge content and troubleshooting tools.
ADDITIONAL KNOWLEDGE & SKILLS
- Excellent Problem-solving and troubleshooting skills
- Excellent customer service and communication skills
- Strong time management and organizational skills
- Ability to work under pressure and tight deadlines and maintain calm composure
- Develop an advanced knowledge of the product
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