Technical Support Coordinator

Mô tả công việc
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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.
Job 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.