The purpose of the Technical & Champion Support Consultant role is to provide second and third-line technical software support to achieve client success and retention.
If you want to:
Deliver support across various channels on all licensed clients to successfully ensure resolutions to all cases;
Manage cases in accordance with Service Level agreement, process and procedures; Enable client success by directing client or product escalations to the correct channels to ensure end to end resolution;
Identify and cascade themes or trends relevant to our products and services to the correct channels; and
Establish targets to spur performance and to measure effectiveness.
Enable client satisfaction by making pro-active support calls;
Develop knowledge resources to enable knowledge sharing with the team and clients;
Achieve active engagement/participation during all knowledge sharing sessions; and
Identify and document observations and findings in formal reports for submission to relevant stakeholders.
Manage a wide complexity range of requests and incidents;
Interact with Product and Development teams in reporting and documentation of defects and enhancement requests; and
Participate in the delivery of solutions and projects such as needs analysis, documentation, script development, testing, and installation / implementation tasks of a technical nature.
Oversee complete resolutions on all reported cases for the relevant products; and
Partner with Product and development teams to assist with testing operations and releasing of relevant products.
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