Key Responsibilities

• Operational Excellence – Provides 1^st line diagnostic and trouble-shooting support and communicates resolutions to customers that leads to the timely and effective resolution of the problem.  Achieves results by accurately understanding the issue, applying a structured approach to problem solving, involving the appropriate people to resolve, and communicating the status and resolution to the customer.  Ensures that all relevant systems are accurately updated.
• Delivers Quality, Value, Results – Demonstrates solid customer service and technical skills in addressing issues and quickly escalates problems that are beyond their capability to more senior team members.  Assists others in solving more difficult customer issues by conducting root cause analysis, replicating issues, and investigating resolutions.
• Functional Excellence – Helps to improve customer service by preparing FAQs,” how to” documents, and knowledge articles.  Continues to develop greater proficiency in key product and technical skills.
• Relationship Building – Builds credibility with team members by actively contributing to more complex problem resolutions and providing timely and relevant information.