- Accept all inbound customer contacts via phone, chat, email, or the Global Support Portal.
- Prioritize case workload according to the Global Support priority process.
- Troubleshoot issues, identify solutions, and work in partnership with customers to ensure timely resolution.
- Escalate cases to the appropriate departments when necessary.
- Act as an escalation point for Level I Support Engineers, coaching and mentoring team members.
- Confidently visit customer sites, review installed systems, identify variances, and provide recommendations.
- Attend training sessions on new product offerings and deliver internal knowledge-sharing sessions.
- Cover the responsibilities of the Global Support Manager during periods of absence or travel.
TroubleshootingCustomer support