Technical Customer Care Representative

* Handles the escalated support calls or tickets; may work directly with customers to provide services and help resolve computing problems.


* Manages bug fixes and software enhancements.


* Uses discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.


* Recognizes issue with code, but escalates to development. 


* Provides technical leadership and training for lower level support specialists.


* Receives requests for computer technical assistance and problem resolution from company employees.


* Collects detailed information to categorize request in order to determine method of resolution, and create processes and guides.


* Exercises sound professional judgment in analysis of problem in order to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problem.


* Directs the activities of lower level technical support analysts to contribute to the overall performance of the help desk operation including internal training and mentoring.


* Other duties as assigned.