Support Engineer

• Creates and routes technical issues for all customers
• Handle inbound technical support requests (Phone, Email, Web).
• Validates customer entitlements and approves exceptions for unentitled customers.
• Dispatch out-of-TSR scope technical issues to the appropriate support group.
• Create and manage customer data records within our applications to ensure proper data integrity.
• Resolves technical issues for customers across all account tiers
• Resolves customers’ single incidents during activation, installation, implementation, and/or maintenance of TSR supported issues.
• Escalate technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
• Captures and documents knowledge to enable self-service resolution
• Learns and adopt Knowledge-Centered Service (KCS) methodology.
• Enables customers to self-serve by creating and editing Knowledge based articles.

Technical Support Representative, Mandarin Speaking

Technical Support Representative, Korean Speaking