Sr. Advisor I, Technical Support

Job Title: Sr. Advisor I, Technical Support Job Description The Sr Advisor I, Technical Support provides the most advanced technical support to client customers. This position responds to escalated and unresolved calls from other technical support advisors.Essential Functions/Core Responsibilities  Provides the most technical advanced support by handling complex customer cases, while under minimal supervision Respond to escalated and unresolved calls, and questions from less experienced Technical Support Advisors Identify, investigate, research and provide resolution on user questions and problems; including hardware, software, networking, or other designated client products Extensive knowledge of the organization, products, and/or services is required Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed Solve problems that are generally unstructured and require extensive use of conceptual thinking skills Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) Greet customers in a courteous, friendly, and professional manner using agreed upon procedures Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer Clarify customer requirements; probe for understanding Prepare complete and accurate work including appropriately notating accounts as required Participate in activities designed to improve customer satisfaction and business performance Provide a high level of technical support via telephone and/or other electronic mediums for a major product category up to 5% of assigned shift, provide guidance to Support Professional in problem solving and using resources up to 5% assigned to shift Coach and train support professionals in technical skills, customer service, and applicable processes, assist with support professional technical development by evaluating the performance and providing appropriate feedback, act as an escalation point in the absence of a team leader Provide reporting analysis as necessary Candidate Profile  Associate’s Degree in related technical discipline with three to five years of related technical experience preferred Achieve and maintain recognized and applicable technical certification(s) Senior level technical knowledge (i.e. hardware, software, networking, data storage, troubleshooting, repair and sales) Advanced knowledge of client technical systems Courteous with strong customer service orientation Ability to effectively communicate, both written and verbally Ability to learn including strong problem solving skills Dependable with proficient attention to detail Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly Ability to work as a team member, as well as independently with minimal supervision