Technical Customer Care Representative

 Primary Functions:


* Quickly become a technical Subject Matter Expert (SME) on the Globys suite of products


* Acknowledge customer issues promptly, process correspondence, and undertake telephone duties


* Reproduce customer issues, determine workarounds and escalate to tier 2/3 Support as necessary


* Respond to customer functionality questions and provide informal training


* Gather supporting data from multiple sources to aid in determining incident Root Cause Analysis (RCA)


* Drive support queries and tickets to resolution and provide updates internally and externally


* Engage appropriate cross functional team members (engineers, QA, Operations) with action items


* Ensure all work is dealt with accurately and followed up daily


* Create accurate daily shift handoff reports


* Communicate often with customers—daily updates for all incidents


* Create metrics reports, presentations, and training materials as requested


* Cover other team areas or duties as required.

Minimum Qualifications:

 


*   Bachelor’s degree in computer science, Mathematics, Physics or other technical discipline preferred


*   2-3+ years of experience in a support role for managed applications


*   An intermediate understanding of web application architecture


* ·An analytical mind with a desire to investigate and learn


* · Excellent verbal, written, and oral skills including ability to present complex information


* ·Ability to understand technical concepts


* · Ability to manage time effectively and consistently meet deadlines


* · Ability to review and understand process flow analysis and methodology


* · Must be organized and methodical in approach to workload


* · Ability to establish rapport with customers in Globys stakeholders


* · Ability to multitask on several issues


* · Ability to communicate openly and contribute in a team environment


* · A team player with a positive attitude and a willingness to do whatever is needed, in a sometimes fast changing environment, to achieve project goals and requirements


* ·Proficient with Microsoft Office Suite; primarily Outlook, Word, Power Point, and Excel


* ·· Ability to script solutions in one or more scripting languages, e.g.

PowerShell, Python, BASH are a plus

 

Soft/ Behavior Skills:

 

· Good Communication and Collaboration.

·   Strong ARO

·   Customer Management

 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.

It is not designed to be utilized as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job.