This position also works to proactively recognize and provide technical training, working with Team Manager, Production Support or Product Owners to implement root-cause analysis and ensure consistently driving solutions to proactively reduce customer and agent issues with a heavy focus on process/procedure improvement and knowledgebase contribution. Consultant understands the importance of immediate, accurate and satisfactory resolution of any customer concerns and always works diligently with the TSA to address any customer concerns or questions that have been escalated.
Provide advanced level technical support for PC software packages, Operating systems, NT,XP, Vista, WIN7, Citrix), Shelf and proprietary application software packages for the TSA position.
Handling escalated customer service issues
Conducts Network configuration, workstation installation, comm server configuration for the TSA position.
Provide data communications and LAN/WAN support for the TSA position.
Assist customers with installation/training of standalone software for the TSA position.
Provide hardware configuration analysis, diagnostics, troubleshooting and support for the TSA position.
Create and provide training materials to assist TSA to enhance their abilities to support the end user.
Participate in preparation for product launches. Become the SME regarding all platforms and changes through engagement with management and product owners.
If applicable, create, manage, update existing Knowledge Base (Wiki, Right Now, SharePoint)
Experience with customer service in a contact center environment.
Preferred: VAX/IP/FTP/ Microsoft .NET/ SQL and MY SQL database/ HTML/ XML/ Working Knowledge of MS Networking.
Advance Troubleshooting Skills Training. Advanced Customer Service Training. In depth knowledge of LN products and services allowing to resolve issues from TSA’s.
Experience in handling escalated customer support calls , recognized as being Customer Service / Team Player oriented. Proven Customer Service skills with excellent written and verbal communication skills in English and Portuguese.
Outstanding presentation and training skills.