A global leader in power management, providing energy-efficient solutions for various industries.
Collaborate closely with internal teams to maintain a feedback loop that continuously improves support quality and escalates critical issues efficiently. Manage customer, partner, and user interactions within the support portal to ensure a seamless experience. Respond to logged issues within defined SLAs, prioritizing tickets based on urgency and key metrics such as First Response Time, Issue Aging, and Mean Time to Resolution. Engage with customers, partners, and internal resources to resolve open issues, consistently meeting or exceeding committed timelines. Schedule and conduct interactive troubleshooting sessions (Webex, Teams, etc.) to resolve complex technical issues collaboratively.
Plan and execute approved upgrades and patch deployments for customer application platforms, minimizing downtime and maximizing reliability. Escalate unresolved issues to development teams, track progress, and ensure timely resolution. Document advanced troubleshooting processes and solutions for use by the broader technical support team, promoting knowledge sharing and consistency.
Capture and contribute actionable tips, solutions, and best practices to the Support Portal Knowledgebase, empowering users to self‑serve and reduce ticket volume. Mentor and train lower‑tier support team members on advanced platform topics, fostering skill development and reducing Tier 3 escalations. Maintain internal application instances with current software versions for reference and testing purposes, and contribute to the product feature video library by recording real‑world usage examples to enhance customer education and engagement.
To request a disability‑related reasonable accommodation for the job search, application, or interview process, please call 1‑800‑836‑6345; only accommodation requests will be accepted at this number. Good benefit programs are important to employees and their families, though specific programs and options may depend on eligibility factors such as geographic location, date of hire, and collective bargaining agreements.