Frontend Engineer

• Resolve problems reported to the call center by phone or web tickets
• Provide first-level contact and problem resolution for customer issues
• Provide timely communication on service ticket status and resolution
• Assist Level I technicians with escalated issues
• Update and maintain Help Desk Documentation and knowledgebase articles; review and create KB articles
• Answer phone calls entered into the call center by the SLA and resolve or escalate as needed
• Acknowledge and work on incoming Help Desk web tickets by SLA guidelines; resolve or escalate as needed
• Work on tickets escalated by Level I engineers
• Create tickets and return calls to customer within the timeframe stipulated in the standard SLA
• Quickly and effectively communicate with customers within the SLA timeframe
• Work with vendors to resolve issues as required
• Configure/image desktops or laptops as needed
• Continually update and improve customer network documentation
• Continuously improve technical and soft skill sets required to deliver outstanding customer service
• Regular attendance and occasional holiday work as needed
• Research and contribute technical information to the internal knowledgebase
• Develop expertise with GreenPages products and services to be used when working with customers

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