Description
Responsible for deploying software for a user and able to work in conjunction with the Software Delivery team to plan and troubleshoot deployments. Resolves tier 1 and tier 2 escalations by working the more complex and time consuming issues and begin root cause determination. Acts a process escalation point to expedite aged tickets. Responsible for mentoring and assisting other technicians with calls. Assists in choosing the best in class tools for future use. Diagnoses and quickly determines customer(s) issue. Initiates global front-end messages. Performs application trouble shooting, identifies errors, trends and recurring issues. Engages in solutions of RC and documents current and correct policies and procedures. Maintains knowledge documentation and ensures that it is installed correctly. Requires an BA/BS degree in Information Technology, Computer Science or related field of study and a minimum of 3 years relevant experience; or any combination of education and experience, which would provide an equivalent background. MCP, A+ and HDI certifications required. 3 years’ experience in IVR call routing strongly preferred. Project management experience strongly preferred.
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