Sr.
Technical Support Case Agent
Summary of Function:
- Answer incoming calls and emails and respond to customer questions and requests.
- Determine and document issues and route the request to the appropriate engineering resource.
- Monitor and triage alarms and route them to the appropriate engineering queue.
- Manage maintenance data to ensure information is current and accurate.
Job Qualification:
- College graduate
- With 2-4 years of Helpdesk Tier 1 or Technical Support experience
- With CompTIA A+ Certification
- Working knowledge of Microsoft Word, Excel, Outlook, and PowerPoint is required.
- Knowledge of Microsoft CRM is beneficial.
- Excellent verbal and written English communication skills.
- Ability to multitask and prioritize tasks effectively in a fast-paced environment.
- Strong problem-solving skills.
- Ability to work independently.
- Willing to work on the graveyard and shifting schedules, including weekends and holidays.
Duties and Responsibilities:
- Answer incoming calls. Gather customer information, determine the request or issues' criticality and urgency, and send the ticket to the appropriate engineering resource.
- Handle internal and external customer concerns via email and route to the correct department or engineering resource.
- Process Portal tickets and evaluate the request.
- Determine and document the issue.
- Open and manage support cases in the ticketing system.
- Coordinate with internal resources and vendors to locate and ship replacement parts.
- Establish and communicate expectations to customers.
- Monitor requests and responses to ensure that Service Level Agreements (SLA) are met.
- Provide superior customer service throughout the lifecycle of each case.
- Manage maintenance data to ensure information is current and accurate in CRM.
- Acknowledge and manage Maintenance and Ignore Alarm notifications from both the customers and the engineers
- Assist the customer with setting up an account or resetting the password in the 1463 Portal.
- Monitor and triage alarms for Avaya, Cisco, Microsoft, and WatchGuard.
- Examine the alarms and tickets to determine behavioral patterns.
- Review and assign alarms based on the criticality of the issue.
- Assist the engineers in resolving tickets when necessary.
- Suppress alarms within 24 hours when needed otherwise assign it to an engineer.
- Coordinate with engineers and other internal resources to arrange onsite dispatch.
- Coordinate with internal resources and vendors to locate and ship replacement parts.
- Assist the engineers with routing requests and automated tickets to the correct queue.
- Assist the engineers in resolving tickets when necessary.
- Perform basic Troubleshooting for end user VMWare concerns specifically rebooting the machine and resetting the end user's password.
- Manage and process Devolutions requests and send them to the appropriate engineering queue.
- Pull Daily Total Call and Email reports.
- Schedule Weekly and Daily ticket works of customers with Special Handling requests.
- Coordinate with the contract team regarding expired/canceled contracts to confirm the removal of monitoring.
- Perform additional projects or tasks related to alarm and ticket handling assigned by the team lead or the manager.
- Performs other related tasks that may be assigned from time to time.