JUNE 2023 – DEC. 2023 TEK EXPERTS
POINT OF CONTACT (CONSUMER)
Key Responsibilities:
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Act as point of escalation for other engineers, taking ownership of outcomes through to resolution.
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Provide 24×7 deep technical troubleshooting for escalated issues that involve most technically complex or sensitive support situations.
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Ability to manage hot customer escalations and drive issues to completion while keeping customers in the loop.
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Undertake in-depth analysis on technical issues to establish root cause.
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Provides expert support on Microsoft Product and software related customer issues escalated from technical support teams.
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Exercises independent judgement on resolving significant and unique customer problems.
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Work alongside technical leads on the implementation of strategies to help in resolving customer issues on first interactions.
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Maintain a high level of client satisfaction with professional, responsive client interactions, Lead, motivate, review and organize the work of team members