Enterprise Triage Agent

Enterprise Triage AgentRESPONSIBILITIESApplies basic knowledge of servers and networks to field non-critical incidents, problems and recurring requests received from enterprise level customers by following documented Standard Operating proceduresPrioritizes daily activities based on complexity and escalates the major or critical issues to next levelSolves problems for customers with challenging expectations, often escalated or irateMaintains proficiency in supported technologiesProactively engages the required resources to ensure the customer expectation is exceeded in a timely mannerExcels at tolerance for processes and people
As an Enterprise Triage Technical Support Associate you will be responsible for providing tier 1 diagnostic technical support of servers, storage, networking switches, and routers. You will triage newly reported problems and assign the proper severity. You will use system and customer information to determine the correct department to route the customer to if their issue is out of your scope of responsibilities.Role Responsibilities:Triage incoming customer calls for technical issuesProvide diagnostic technical support for tier 1 issuesRespond to customer technical problems/issues related to hardware,software and networkingAssist the customer by diagnosing problems and providing resolutions fortechnical and service issuesEscalate more complex customer technical issues to senior level support.Work with the customer to collect appropriate information to positivelyimpact time to resolutionDocument problems in the support solution database for diagnostics andsolution implementationVerify warranty entitlement and determine appropriate action planDevelop an understanding of company products, service offerings, anddepartmental structure to help connect customers with the appropriateresourcesFollow policies and procedures to ensure customer satisfactionFocuses on delivering a positive customer experience according to