Open and track tickets through resolution and give summary reports to customers.
Generate customer activity reports and track time to resolve issues.
Diagnose mechanical, software, hardware and systems failures through established procedures.
Execute resolutions to problems and follow standard practices.
Determine, record and work with team to revise current procedures to enhance customer satisfaction.
Develop troubleshooting tips and tools to use in diagnosis.
Develop best practices and guidelines for technical support.
Coordinate with IT resources for shared responsibilities.
Extend end user support for current applications.
Offer off hours support through pager on rotating schedule.
Identify and correct problems critical to routine operations.
Develop client scripts to streamline operational tasks.
Represent operational needs in development.
Combine technical expertise with customer service to work towards resolution.
Direct continuous improvement of component repair methods and capabilities.