Eric T. Email & Phone Number

Bergenfield, Nj, Us

Upper Saddle River, New Jersey, United States

-Serve as the primary point of contact for clients, providing both software and hardware assistance.-Act as team lead for Level 1 Technical Support by distributing assignments and by handling escalations for more detailed requests-Efficiently resolve client inquiries and issues within SLAs, averaging 60 per day.-Manage multiple ticket queues, prioritizing and assigning tickets based on severity.-Triage the severity of incoming calls, emails, and live chat by properly evaluating and analyzing internal team member/client provided details for software, hardware, and network related problems-Provide technical support and training to both internal team members and clients.-Manage field technicians and clients to install and configure new camera systems.-Troubleshoot AC/Solar powered systems with field technicians and clients and escalated support desk tickets to the L2/L3 Teams in the most crucial circumstances-Proactively monitor client systems, escalating critical issues to the appropriate teams.-Maintain detailed documentation/notes of all internal/external interactions and troubleshooting steps, root cause, and resolution within the ticketing system-Act as a liaison between Engineering, L2, L3, Client Services, Research and Development, Sales, and Executive Teams to resolve client issues and concerns-Recognized by Directors with Technical Support Achievement-Assist with the creation of new departmental SOPs-Train new team members on standard processes, software/hardware troubleshooting steps, product knowledge, and customer relationship management-Take ownership of reporting solar data and issues