• Assist external/internal users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems

• Troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products

• Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed

• Solve problems that are generally unstructured and require extensive use of conceptual thinking skills

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

• Prepare complete and accurate work including appropriately notating accounts as required

• Satisfactory performance of any other related function or responsibility assigned by their superiors. They will be duly instructed during the induction training or through written communications, trainings or meetings

REQUIRED SKILLS

• High School Diploma and two years of relevant experience preferred

• Achieve and maintain recognized and applicable technical certification(s)

• Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair and sales)

• Advanced knowledge of client technical systems

• Courteous with strong customer service orientation

• Ability to effectively communicate, both written and verbally

• Ability to learn including strong problem-solving skills

• Dependable with proficient attention to detail

• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

• Ability to work as a team member, as well as independently with minimal supervision

• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

• Able to rotate shifts, as needed

• Based on location and/or program, additional experience/skills may be required

• More than 2 year working as an TSE internally or more than 2 years of experience as Senior engineer externally.