Andrae Clarke Email & Phone Number

• Identify and solve complex technical issues related to our M365 products. • Ensure that the performance levels of a group of technical advisors are maintained and exceeded. • Act as the reference for your pod, guide case resolutions and assist with real-time coaching for call handling. • Be the first escalation level for technical issues by proactively and re-actively answering questions. • Involve, consult, share and collaborate with your pod during technical issue resolutions. • Approve and advise for high-level escalations if high resolution delays or more advanced researches are needed. • Ensure high-quality customer service through troubleshooting technical issues and handle technical call-backs. • Monitor technical case evolution and actively participate in their action plans. • Review and stimulate technical case backlog through advanced diagnostic aids. • Maintain skillset and knowledge through direct monthly case handling. • Provide status feedback and insight on your pod’s concerns, behavior, communication and case handling. • Participate occasionally involved in specific projects. • Provide technical training to your pod when required. • Stay up to date with best practices and technological changes within the industry. • Carry out all other related tasks per the job’s evolution and departmental needs.

Longueuil, Quebec, Canada

Newington, Connecticut, United States

• Manage the day-to-day operations of the Precinct and Autotech Bay including: scheduling, merchandising standards, expense management, inventory integrity, security and protection of Client assets• Provide work direction, training and development for a team of Diverse Agents. Monitors Agent skill set achievement• Communicate and coach a team of Diverse Agents to help achieve Company strategy, local business plans and execute SOP• Analyze and evaluate both financial and Agent performance to develop plans that drive Precinct and Autotech Bay performance and overall Services revenue• Manage the entire store operation while acting as Manager on Duty including: Monitor sales activity, employee productivity, merchandising standards, customer service, and processing• Provide direction and management authorization as needed• Resolve complex client/customer issues• Review/generate management reports as needed• Assist Clients per SOP to solve their technology needs which range from setting up new services on a new product/solution, to fixing/troubleshooting or repairing a solution we’ve already sold• Assist the General Manager with recruiting, hiring, and retaining a diverse Agent workforce in line with headcount guidelines

Storrs, Connecticut, United States

Storrs, Connecticut, United States

Hartford, Connecticut, United States