Prominent company in Southern MA is looking for a Technical Support Specialist:
POSITION SUMMARY:
*****2nd or 3rd shift- Schedule is either Tuesday-Saturday or Wednesday-Sunday*****
This position has primary responsibility for triaging and servicing assigned cases in accordance to company & customer SLAs.
ESSENTIAL JOB FUNCTIONS:
1. Accept open cases that are assigned by Queue Manager.
2. Manage assigned open cases providing customer resolution within the SLA. I.e. providing responses, updates, case comments, setting tasks & events.
3. Utilize predefined responses to call home alerts and troubleshoot more complex issues as they arise.
4. Utilize Remote Diagnostics tools as needed to assist customer in basic troubleshooting.
5. Coordinate and dispatch Field Engineers for Remote Hands Requests when applicable, ensuring all necessary details are included to perform the required task.
6. Understanding the Escalation Process as related to case severity.
7. Regular attendance and timeliness.
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