Provides technical solutions to user problems of varied and increasingly complex nature to ensure customer satisfaction and productivity by handling Tier I and Tier II calls. Resolves Tier III calls with some assistance. Independently works with all internal (employee) and external (agent) customers to provide technical advice, guidance, and informal training; collaborating with senior-level colleagues and supervisor to exercise the highest level of proficiency and customer service.
Principal Duties and Responsibilities
· Computer work required more than 90% of the workday.
Minimum Knowledge, Skill, and Ability Requirements