This role advises and guides the customer regarding the use of a broad range of products, offerings, and services. Following a standard call flow and problem handing processes (scripted or not scripted), they verify entitlement, perform problem determination, resolve and close the problem, or route the incident record to the appropriate level of support. Using technical resources and tools, they support the customer by answering questions and responding to customer requirements. They utilize their product, technology, industry and/or services skills to identify problems which may be related to product installation, update, configuration, operations or performance. They guide the customer, advising on potential resolutions and their implementation, and play a key role in overall customer satisfaction.The employee performs multiple repetitive tasks or multi-step processes.Skills:Environment:Expertise in one main activity (equipment, machine, operation, process steps). Awareness of work done by team members or interrelated activities.Communication/Negotiation:Exchanges job or activity related information through listening, clarification and understanding.Problem Solving:Use standard tools, techniques, procedures to identify routine problems, and select appropriate actions to solve problems. Structured analysis and interpretations may be required.Contribution/Leadership:Performs a variety of assigned tasks and works within well established procedures.Work is subject to general review.May provide practical assistance.Impact on Business/Scope:Accountable for individual results.Work output has immediate affects on work-team or department results.
Formação e/ou atuação na área técnica em informática / Eletrônica / Eletromecânica / TELECOM / Processamento de Dados / Robótica ou facurdade na área de TI em andamento