Call Center Customer Service Representative
General Dynamics Information Technology
Cloud
Master Tech Field Engineer
Unisys
full-time
Posted on:
Origin: • 🇺🇸 United States • Iowa
Visit company websiteJob Level
SeniorLead
Tech Stack
Cloud
About the role
- May serve as team or site leader, providing direction to other technicians.
- May have specialized and specific skillsets to support niche client environments.
- May assist with resource / task scheduling and resource management.
- Ensures best in class client experience across Field Engineering operations.
- Troubleshoots and resolves client escalations from team members.
- Supports roll-out of new, enhanced or upgraded products.
- Serves as subject matter expert, providing technical advice as required to help team members resolve difficult or unanticipated issues.
- Assists in providing technical training and improvement programs.
- Engages with dissatisfied clients to help resolve perceived issues, address technically complex situations and ensure satisfaction.
- Monitors equipment, system and network performance, identifying and addressing systemic and/or recurring issues.
- Develops and recommends ways to improve frontline solution processes, striving for improved client service, error reduction, operational effectiveness and efficiency.
Requirements
- High School Diploma or GED required
- May require technical certification or Associate Degree
- Generally, 7+ years’ experience in area of responsibility
- This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
