[Hiring] Technical Customer Care Representative @Harris Computer

Role Description

Handles the escalated support calls or tickets; may work directly with customers to provide services and help resolve computing problems.

• Manages bug fixes and software enhancements.
• Uses discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
• Recognizes issue with code, but escalates to development.
• Provides technical leadership and training for lower level support specialists.
• Receives requests for computer technical assistance and problem resolution from company employees.
• Collects detailed information to categorize request in order to determine method of resolution, and create processes and guides.
• Exercises sound professional judgment in analysis of problem in order to:
  • Attempt hardware/software solution by phone, or
  • Decide proper level of maintenance required to solve problem.
• Directs the activities of lower level technical support analysts to contribute to the overall performance of the help desk operation including internal training and mentoring.
• Other duties as assigned.

Company Description