Unleash your potential. What you will be doing and owning:
• Determining when a customer issue can be resolved remotely versus when it requires a field service dispatch.
• Deciding when to engage a third-party field service agent, and which tasks to assign to them.
• Prioritizing incoming support cases based on severity, complexity, and customer impact.
• Assessing whether equipment requires repair, replacement, or return shipment.
• Determining the staging, imaging, and configuration requirements for new installs prior to dispatch.
• Qualifying whether a customer request falls within standard support scope or requires escalation to Sales or Product.
• Recommending process, tooling, or documentation improvements to the Operations & Service Manager.
• From time to time, the Technical Support Analyst may be required to provide support to other departments as business needs require.