This is a Remote/Work from Home position reporting to the CEX Manager.
What you will do:
- Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
- Analyzing, troubleshooting, designing, and implementing fixes with minimal escalation to Tier III support.
- Providing basic user training in support of off-the-shelf applications and office products.
- Performing remote system repair using remote tools (cobrowse).
- Maintaining and updating records and tracking databases.
- Collaborating with Tier III team members and departmental leadership to resolve emergent customer impacting issues.
- Using best practices and knowledge of internal or external business issues to improve products or services.
- Meeting departmental performance KPIs, goals, objectives, and responsibilities.
- Escalates, monitors, tracks, and reports on problems in appropriate trouble management systems to ensure timely resolution and accurate issue documentation.
- Demonstrates ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes.
- Establishes and maintains effective relationships with customers and appropriate follow-up.
- Demonstrates knowledge and application of company policies and procedures while applying sound judgment within scope of support.
