Description
This role is responsible for independently handling complex customer issues, resolving intricate technical problems related to hardware and software, and providing comprehensive responses about services, products, and technical matters.
The role guides customers proactively and maintains customer relationships, while also coordinating work and leading complex requests.
Responsibilities:
- Addresses complex customer issues independently, ensuring adherence to established protocols.
- Resolves difficult and complex technical problems related to hardware and software through interactions with customers and proactive notification systems.
- Provides comprehensive responses to questions about services, products, technical matters, and customer relations.
- Guides customers proactively to mitigate or prevent the occurrence of problems.
- Establishes and maintains trusted relationships within customer accounts.
- Provides resolutions and feedback by performing root cause analysis of outages and trends.
- Coordinates departmental work, identifies improvement opportunities, and ensures effective business controls.
- Leads and assigns responsibilities for complex requests, contributing innovative concepts, and implementing changes for process improvement.
- Proactively monitors and troubleshoots complex problems, collaborating with exempt-level employees to develop recommendations.
- Analyzes tasks, collaborates with internal partners, and provides mentoring and guidance to lower-level roles.
Education & Experience Recommended:
- High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
- Typically has 8+ years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.
Knowledge & Skills:
- Fluent in Italian
- Active Directory
- Agile Methodology
- Automation
- Computer Hardware
- Computer Science
- Desktop Support
- Help Desk Support
- Information Technology Infrastructure Library
- Issue Tracking
- IT Service Management
- Linux
- Microsoft Azure
- Microsoft Office 365
- Microsoft Windows 10
- Operating Systems
- Peripheral Devices
- Scripting
- ServiceNow
- Technical Support
- Windows Servers
Cross-Org Skills:
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity