Remote Support Analyst, Field Engineer
Current• Drive ‘best in class’ results in Remote Solutions while maintaining high customer satisfaction results. • Provide diagnostics on technical software and connectivity problems. • Provide remote call assistance through the use of the client’s knowledge base for troubleshooting - the Online Support Assistant. • Solve complex Hardware problems requiring a lab. • Initiate the service call process when appropriate. • Provide prompt courteous and professional telephone support to both Customers and Service Representatives. • Support teamwork within the group as well as with our 2nd level partners. • Maintain and grow product & technical knowledge. • Understand and fully comply with the organization’s processes and procedures.
Mar 2012 - Present
