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Task List
Logs case activity and time spent (including time spent by others) on the case, according to specific processes and guidelines.
Speaks with customers by phone to assist them in resolving software usability issues.
Works independently "off line" to resolve cases in specialty areas, by researching databases and manuals, when issues cannot be resolved during the initial customer call.
Creates "support notes" documenting customer issues and enters into the knowledge base for use by other technical support personnel and customers.
Monitors team queues 9inboxes of outstanding cases, submitted by customers involving web, client, or server product areas) to triage case and meet customer's "response time" expectations.
Attends and participates in "support notes" reviews.
Participates in team meetings to discuss new procedures, customer service issues, and team objectives.
Interviews, makes hiring recommendations, and mentors new technical support personnel.
Perform and become familiar with sofware product installations, to help customers with new installation, or upgrade problems.
Reads technical journals or manuals and attends relevant training (brown bags and knowledge transfers) to learn about new software products.
Works in reams to resolve customer issues by brainstorming solutions with colleagues.
Works safely to prevent on-the-job injuries by following all company safety regulations.
Prioritizes processing of customer support calls based on criticality of customer issue.
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