Support Escalation Technician

Support Escalation Technician

Under general supervision, in an in-bound call center environment, Technical Support Escalation Technician will provide software and time clock problem resolution to both end-users (customers) and first tier support staff by performing a question diagnosis and guiding users and staff through troubleshooting and solutions. The Escalation Technician also provides technical analysis reports for management, generates user and internal documentation, manages customer incidents and problems using support information systems, and is a key knowledge contributor.

This function requires a hands-on working knowledge of all technical aspects of iSolved systems including computer software, computer hardware and mechanical hardware. Success requires the ability to quickly comprehend a technical issue in depth and deliver an effective solution.

The Escalation Technician is expected to review log files, asses the system environment, and provide diagnosis and internal reporting of problems. The Escalation Technician develops troubleshooting steps, documents status and problems found and uses these for problem management. Defines methods to resolve problems and documents them in knowledge base, reviews and improves other's solutions, completes regular reviews to identify trends and recommend corrective actions in problem areas.

The Escalation Support team is responsible for collaborating with Development to resolve customer reported issues and recommending workarounds while providing 1st line analysis of database files, debug files and reproduction of technical incidents. The successful candidates will serve as the main point of contact to the customer for escalated calls and maintain the flow of communication between Customers and Development/Management throughout the issue resolution process.

Duties and Tasks/Essential Functions:

• Deliver service and support to end-users and using and operating automated call distribution phone software, via remote connection or email;
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
• Gather customer's information and determine the issue by evaluating and analyzing the symptoms;
• Diagnose and resolve technical hardware and software issues involving time clock connectivity and time and attendance software function;
• Research required information using available resources;
• Follow standard processes and procedures;

• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

• Redirect problems/questions to appropriate resource;
• Accurately process transactions using a computer and designated ticketing software;
• Follow up and make scheduled call backs to customers where necessary;
• Stay current with system information, changes and updates
• Update job knowledge by participating in educational opportunities

Skill and Knowledge Qualifications:

• Proper phone etiquette;
• Ability to speak and write clearly and accurately;
• Demonstrated proficiency in typing and grammar;
• Solid knowledge of the latest PC and Networking technologies
• Strong understanding of Windows Operating Systems
• Demonstrated ability to write complex technical articles and case studies for knowledge base
• Demonstrated ability to properly reproduce and document customer issues
• Demonstrated ability to use in-depth troubleshooting to resolve or workaround customer issues using troubleshooting tools
• • Knowledge of customer service principles and practices;
  • Effective listening skills;
  • Willingness to co-operate with others and work to the greater good;
  • Multi-tasking capabilities;

  Competencies:

  • Exemplary Attendance and Punctuality
  • Focuses and guides self and team members in accomplishing work objectives.
  • Interacts with others in a way that gives them confidence in one's intentions and those of the organization.
  • Makes customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships.
  • Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
  • Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
  • Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
  • Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
  • Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions.  Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
  • Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
  • Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
  • Give feedback to development to enhance/adapt existing services, business process, products and functions.
  • Understanding of relational databases with emphasis on Microsoft SQL.

  Conditions:

  • Must be able to sit for long periods of time
  • Position requires use of headset/microphone

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