Engineer 4, Customer Technical Support

Job description

PRINCIPAL DUTIES AND RESPONSIBILITIES: documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status Skills: - 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...