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Technical Support Center Case Agent

  • Answer incoming calls and emails, respond to customer questions and requests.
  • Assess request. Ask effective questions and gather information to determine source of problem and customer needs.
  • Determine and document the issue and route the request to the appropriate engineering resource.
  • Open and manage support cases in ticketing system.
  • Coordinate with internal resources and vendors to locate and ship replacement parts.
  • Establish and communicate expectations to customers.
  • Monitor requests and responses to ensure that Service Level Agreements (SLA) are met.
  • Provide superior customer service throughout the lifecycle of each case.
  • Manage maintenance data to ensure information is current and accurate in CRM.
  • Monitor incoming alarms. Examine to determine behavioral patterns. Review and assign alarms based on criticality of issue.
  • Manage parts needed for support. Check internal stock and coordinate shipped as needed. 


Skills Required

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