Technical Support Advisory

Job description

Team Readiness & Development

You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.

Case Management (Delivery Excellence)

You will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.

Managing Collaborative Activities

Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).

Supportability Activities

You will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.

Process Improvement

Collaborate with stakeholder teams to provide product and process improvement feedback. 4+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience English Language: confident in reading, writing, and speaking. Experience with Outlook application and/or Exchange Online.