01Responsibilities
Act as escalation point for issues escalated from Level 2 & 3 support staff globallyHandle cases assigned over, due to differences in time zones & work balancingAct as a liaison to Project Engineering, Field Engineering, Product Management and Software Development to resolve cases.
Responsible for reproducing / confirming product defects and reporting such defects to Field Engineering, Product Management, and Software Development for immediate & future considerationCreate and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled call backs to customer, where necessary.
Ensure customer and partner inquiries are responded to within established timeframes and CTS service levels are achieved Identify and escalate priority issues appropriatelyAdhere to Escalation SOPsGenerate Out of Production notificationsCreate technical bulletins to serve as job aids and expand the knowledge base for handling support issuesProvide product training to Levels 1 & 2 and act as a mentor to junior support personnel.
Provide recommendations for process improvementPerform all required tasks in a timely, professional manner and within service level objectivesInteract effectively and coordinate appropriate resources to resolve issues, satisfy and retain customersContinuously strive to increase product and business knowledge.
Participate in a department on-call for 24x7x365 Enterprise support. Must have skills The ideal candidate will have a degree in Computer Science or Electrical Engineering, or a minimum 8+ years experience in providing call center technical support preferably in Pharma companies.
Must have in-depth knowledge of various Microsoft Windows Operating systems, Basic MS SQL database, Cloud Technologies, LAN/WAN Networking and IT Network Operations experience.
Experience in troubleshooting complex computer programmable digital logic circuits PLCs (preferred) .
