Description
Provides technical customer support to ensure that all customers are satisfied with acquired DN products and services. Engages with customers to ensure understanding of product / service capabilities and operations. Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties. Liaises with Incident Management, Service Delivery and other teams to help address unanticipated issues and situations.
Responsibilities
Provides technical support for an assigned client base or product area.
Responds to customer inquiries received via telephone or online.
Answers routine to moderately complex questions, following established guidelines.
Researches and troubleshoots customer requests, analyzes needs and: Determines problem source (that is, hardware, software, user access).
Resolves issues where possible.
Refers difficult and complex issues to DN technical experts, and / or, Refers issues to management, Documents issues for future reference, internally and externally.
Documents and reports on customer inquiries, status and resolution.
Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction.
Builds working relationships with customer representatives and with cross-functional teams.
Impacts the quality of own work and of the team.
Works as a fully competent team member.
Qualifications
Required Qualifications
Education or equivalent work experience required.
Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Technical Support.
Good business English skills (Written and spoken).
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