Technical Solutions Cons I (00S30F)

**_Responsibilities:

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- Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
- Respond to service, product, technical, and customer
- Resolve incoming internal or external businesses and end user's problems via telephone and e-support.
- Articulate both in writing and verbally case summary, resolution and add to Knowledge Management System (KMS).
- Proactively assist customers to avoid or reduce problem occurrence.
- Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
- Engages team members for support as required to ensure internal or external business and end user SLA demands are met.
- Begin to partner with and assist the Sales Pursuit team.
**_Education and Experience Required:

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- High School: completion of post
- primary level education prior to University study.
Typically certified by diploma (i.e., H.S.
diploma, "A" levels (U.K), Baccalaureate (France), etc.).
- 0-1 year experience in relevant technologies and customer environments.
- Relevant industry qualification where applicable.
**_Knowledge and Skills:

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- Excellent verbal and written communication skills in language to be supported.
- Experience in troubleshooting in a technical environment.
- Excellent analytical and problem solving skills.
- Software and hardware knowledge of computing, storage and peripheral devices.
- Advanced proficiency with case management databases and tools.
- Superior customer service skills.
- Phone and remote support experience.
E-support experience.