Responsibilities:
Customer Issue Resolution & Responsiveness
Research, troubleshoot, develop and implement a workaround (if needed) and gain agreement from customer on problem resolving.
Define and understand the customer issue by creating the adequate reproduction scenarios.
Drive the
communication with the customer to ensure the customer has confidence on problem resolution.
Effective Communication & Collaboration
Collaborate with cross- group peers both proactively and reactively.
Identify the right resource to collaborate with for tough & political hot problem.
Produce quality documentation and share with the appropriate team members and tech lead as appropriate.
Training & Readiness
Make effective technical presentations, both internal and external.
Work with your manager, as appropriate to assess your own core competencies and identify current knowledge deficiencies /training needs, as well as potential future needs.
Meet with your manager to assess and adjust the plan as needed to match mid- and longterm career plans.
Implement your development plan, actively seek development opportunities, and complete all scheduled training.
Act as a subject matter expert (SME) to build readiness content and develop training (in applicable regions).
Identify current knowledge deficiencies/training needs, as well as potential future needs.
Provide documentation and mentoring to others within your technical specialty.
Operation Precision
Manage and prioritize your workload while keeping team members and management appropriately informed.
Participate in ad- hoc projects per management request or business need.
Use appropriate documentation and utilization and / or labor tracking methods to account for time.
Adhere to published queue or call back schedule and be available for on- call duty, as necessary
Candidates' skills:
SOFT SKILLS
Leadership- Manages team's daily operational excellence and handle technically
challenging and politically hot customer situations.
Strong communications skills- Excellent spoken and written
English communication skills.
Effective, polished interaction with customer to gather information.
Demonstrable troubleshooting skills
Cross- team collaboration
Logical and Critical thinking
TECHNICAL SKILLS
Past experience of support professional in IT field or IT
technical consultant will is preferable.
