Technical Support Advocate

United States / Customer Support

 

The TSA provides client support by effectively managing severity system issues while maintaining service level requirements.  The TSA will provide proactive communication with the customer, to provide the best possible service and act as a liaison within the client’s internal/external departments to find solutions.

Key Duties and Responsibilities

  • Act as a liaison between Client and Customer on incident issues while maintaining the integrity of our Level of Service
  • Triage incident service request by Inbound and Outbound phone calls, email or web portal as a point of contact
  • Identify and assign the incident to the appropriate severity level, category, priority, team and engineer
  • Manage the lifecycle of the incident to ensure the customers incident is resolved within the client’s requirements
  • Make use of the appropriate information provided by the software and database systems to build problem resolution skills and maximize the quality of support and the timeliness with which it is provided to customers.
  • Be able to identify and incorporate conflict-resolution techniques
  • Keep the customer updated with timely and frequent information about progress towards resolving the issue to improve the overall Customer experience
  • Interact with cross functional teams (Engineers, Subject Matter Experts, Internal and External Resources
  • Perform other related duties as assigned

Personal Profile

  • Self-starter with ability to multi-task and work under pressure
  • High attention to detail with the ability to understand complex workflow systems
  • Ability to communicate in a one-to-many environment as well as on a professional level with IT professionals, customer managers and executives
  • Ability to portray professionalism and work well in a team environment
  • Remain effective and maintain a positive attitude during times of change and stress, and viewing change as an opportunity for improvement
  • Ability and maturity to identify situations causing customer dissatisfaction and strive to reverse or reduce adverse impact
  • Demonstrate excellent interpersonal skills with an ability to create credibility swiftly
  • Build relationships with team members and co-workers for effective team performance
  • Strong technical background with previous exposure to Enterprise IT environments
  • Passion for Technology (curious, has desire to learn, does not rely on past knowledge, stays on top of latest technologies, etc.) in conjunction with a customer orientated focus
  • Ability to work in a time critical environment
  • Ability to be flexible and quickly adapt to changing business needs and processes.
  • Ability to work unconventional hours or shifts including weekends and public holidays

Preferred Skills /Qualifications

  • Experience in Customer care, Quality Assurance or IT (Problem-solving, analyzing information, multi-tasking) or any related field
  • Demonstrates strong conflict management capabilities
  • Ability to communicate effectively with key partners
  • Broad high-level knowledge of Enterprise products and solutions including Exchange, SQL, SharePoint, Office 365, Azure and other Enterprise Solutions
  • Strong phone, verbal and written communication skills along with active listening
  • High-energy, passionate and has strong personal management skills
  • Ability to respond quickly to changing priorities
  • Must be able to think logically and act decisively in critical situations
  • Ability to multi-task, set priorities and drive outstanding items to completion
  • Bilingual a plus

Education and Experience

  • High School diploma or equivalent
  • Minimum 5 years work-related experience in customer relationships position or similar
  • Minimum 2 years work-related experience with technical support or software applications
  • Some college preferred

Physical demands and work environment

  • Noise level in work environment is usually moderate
  • Must be able to remain in a stationary position 90 percent of the time.
  • Ability to speak and hear on telephone headset
  • Ability to observe and manipulate two computer screens simultaneously for extended periods

The employee is expected to adhere to all company policies while employed.  By applying for this job you acknowledge that you have read and understand the contents of this job description.

Start fulfilling your dreams

If you think you have what it takes to make a difference and want to work for a company that can offer you unlimited potential then apply for this position now and tell us more about what you can bring to our business. You can also check out our other jobs.

 

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