Reviews technical solution articles for accuracy and completeness, and give feedback to the authors
Acts as a remote customer advocate to champion specific customer needs in collaboration with field team
Understands and uses sphere of influence extending outside of the department
Participating in and leads conference calls with customers Knows their audience and articulate accordingly
Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.
regularly submits content to the knowledge database
Validates technical information and issues early warning and disseminates information as needed
Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution
Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues
Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required
Works toward becoming subject matter expert in a particular area or areas
Mentors and / or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs
Applies systems analysis techniques and procedures to determine hardware or software systems functionality
Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices;
uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments
Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues
Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate
Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment
Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes;
assuring all appropriate individuals are notified of ongoing issues and problem resolution status
Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills;
prepares articles for other TSEs and / or customers regarding technical solutions
Ability to work in a high-pressure environment.
Customer Service skill.
One or more of the below skills are highly required :
Good knowledge of security fundamentals.
Working knowledge of Linux based servers, network protocols and web-based applications.
SQL Query Language
Active Directory Administration knowledge
API / SDK experience
Knowledge of Networking, Architecture & Administration
Education Required :
Bachelors in IT, Communications or Computer Science(Technical)
Experience Required : 2+ years relevant experience
Physical Requirements :