Overview
Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs. Case Management (Delivery Excellence): You will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues. Managing Collaborative Activities: Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business). Supportability Activities: You will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection. Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback. Candidate must have hands on multi-year experience in system
Full job description
Full Job Description
Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs. Case Management (Delivery Excellence): You will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues. Managing Collaborative Activities: Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business). Supportability Activities: You will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection. Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback. Candidate must have hands on multi-year experience in system development, network operations, software support, IT, consulting or technical troubleshooting experience Or prior experience in product support, customer support and/or technical support experience. Power Automate Cloud, Power Automate Desktop, CE, CIJ Power Apps / Power Automate / MS Flow Dynamics 365, Customer Engagement CE English Language: confident in reading, writing and speaking is must. Knolwedge of any additional language like German, French, or Italian etc. will be added advantage. Technical Support Advisory IC4 - The typical base pay range for this role across Romania is lei 199,400.00 - lei 347,800.00 per year. Certain roles may be eligible for benefits and other compensation.
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