Support Engineer

• Document problems, complete problem tickets, and request information in the support tools.
• Maintain knowledge with accurate up-to-date information relating to current policies, procedures, and troubleshooting techniques.
• Effectively manages call workload.
• Provide outstanding customer support by analyzing, diagnosing, and resolving problems and requests within service level agreements.
• Collaborate well in a team environment.

Technical Support Representative

• Deliver first-line remote technical support within a single modality
• Resolve a broad range of technical issues
• Ensure high customer satisfaction, regulatory compliance, and accurate service documentation
• Conduct root cause analysis (RCA)
• Document diagnostic steps and resolutions
• Escalate complex issues with detailed case histories to senior engineers
• Collaborate with cross-functional teams to improve service operations

Technical Support Engineer 4

• As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns.
• Provide front line, first level, technical assistance for consumers.
• Assist with product recommendations and sales inquiries.
• Supporting Client specific high speed internet services delivering an exceptional customer experience.
• Resolve technical problems, within a fast paced, customer facing environment.
• Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting.
• Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques.
• Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration.
• Demonstrate advanced product knowledge and have the ability to solve customer issues.
• Resolve customer issues on the first call as frequently as possible.
• Open and manage trouble ticket system for user issues, Data Network, OS issues.
• Be patient, courteous and friendly with customers at all times.
• Demonstrate a positive attitude.
• Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.
• Adhere to all work schedule assignments.
• Abide by and support management directives and adhere to all TP policies.

Technical Support & Sales Representative

• Develop and manage market segment strategies, programs, and key customer relationships
• Act as a technical consultant to align marketing, sales, and segment-specific initiatives
• Gather customer requirements and deliver customized technical solutions and support
• Create quotes and bids for customized or non-standard products and services
• Evaluate customer systems for successful integration of company products
• Prepare sales support materials, including proposals, contracts, and SLAs
• Introduce, demonstrate, and promote new and existing products and services
• Conduct market research and competitive analysis to inform strategy and tactics
• Identify new product opportunities using existing technologies
• Analyze and optimize market segment program effectiveness
• Collaborate with Sales on customer-focused programs to drive ROI and sell-through
• Forecast customer needs to support budgeting and program development
• Deliver product training to internal teams and customers

Technical Support Manager

• Provide prompt and effective first-level technical support for various IT incidents.
• Collaborate with internal technical support and engineering teams on projects and support cases.
• Handle incoming helpline calls and tickets, offering initial technical assistance before escalations.
• Convey intricate cases and project tasks to Tier II and/or III support teams.
• Offer field support in the absence of dedicated field support engineers.
• Participate in a rotation to provide after-hours on-call support, a mandatory requirement for all Tier I staff.
• Fulfill on-call duties by delivering remote assistance and support during the designated times.
• Proactively review event logs related to systems, networking, and security, contributing to the support team's effectiveness.
• Ensure compliance with SOX 404B and HIPAA rules and regulations as defined in policies.
• Maintain open communication about any issues with scheduled maintenance tasks to IT Management.
• Educate users on technologies, cybersecurity, and safeguarding company assets.

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