customer technical specialist

Job Description
Provides advanced technical advice and guidance on installation, adaptation, configuration or enhancement of Company technical products and programs. Performs Tier III problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems. Possesses a wide range of in‑depth skills and knowledge in computer hardware, software, and networking systems in use at customer sites. Provides expertise for the resolution of technical problems, troubleshoots products, and modifies products to customer requirements.

Provides expert and second‑tier technical support for the installation and repair of complex systems and outages. Reviews system and configurations to ensure successful implementation of services into production. Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide maximum availability and optimal Mean Time To Repair. Partners with developers and engineers to reduce reoccurring incidents. Offers consultative assistance during off hours as needed. Assists in developing continuous process improvement for support tools and troubleshooting techniques. Collaborates with R&D in testing and optimizing product support techniques and tools.

Communicates to appropriate internal personnel regarding issues at a particular account, determines the effectiveness of known solutions and applies these solutions as required, determines severity and complexity of a reported issue and, if necessary, escalates to the appropriate specialist. Determines the troubleshooting workflow, organizes support priorities, and provides training to customers.

Enterprise Req Skills

Customer service

Technical support

Troubleshooting

Windows

Help desk support

Windows 10

Job Title: tier 1 technical support

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