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Technical Support Engineer

2 months ago

Peachtree Corners GA, United States TEKsystems Careers Full time

*Description:*

  • Work closely with Law Enforcement customers to ensure a stellar experience with products & services.
  • Become an expert on the solution, available apps, APIs, and roadmap
  • Join Forces with teams to triage and prioritize agency change and feature requests
  • Lead consultative Solution Audits for prospects, including detailed network analysis, device discovery, and documentation.
  • Provide frontline email & phone support to customers for complex technical issues
  • Research, diagnose, troubleshoot, and identify solutions to resolve device and system issues directly with customers via phone & email
  • Follow up with clients to ensure their systems are fully functional after troubleshooting
  • Assist the tier 1 support team by answering questions, aiding in troubleshooting efforts, and training
  • Log & provide detailed notes on each customer interaction
  • Develop knowledgebase articles
  • Solve problems effectively in an ever-evolving environment
  • Report bugs and trends to the necessary teams
  • Participate in an on-call rotation for outages or other critical escalations as needed
  • Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients
  • Proactively improve knowledge and develop analytical and technical skills
*Skills:* Technical support, Customer service, Troubleshooting, networking, single sign-on, Video, routing and switching *Top Skills Details:* Technical support ,Customer service, Troubleshooting, networking, single sign-on, Video, routing and switching *Additional Skills & Qualifications:* KPIS: volume based, reaction time based, are we answering calls and closing tickets in a certain amount of time. Customer surveys. Nice to Have: database, video, single sign on Will be working 3 channels: Chat, Emails, and Calls About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.