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Support Specialist Expert

3 weeks ago

Colorado Springs, Colorado, United States Tek Experts Full time

Responsibilities:

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  • Serve as a primary point of contact for customers, collecting necessary information to resolve cases and ensuring timely resolution of incidents.
  • Assign appropriate severity levels, categories, priorities, and teams to each incident, escalating to higher-level technical support when necessary.
  • Collaborate with technical engineers, subject matter experts, and other team members to validate approaches and ensure accurate resolution of customer cases.
  • Maintain comprehensive documentation for all cases, including queries, process steps, resolutions, and prescribed protocols, safeguarding confidential and sensitive information.