Jan 2019 - Present
Serve as the initial contact for reporting technical issues, and answering
questions regarding upgrades, installations, and other software/hardware/
network issues.
Effectively communicate with clients in a clear, positive, and professional
manner (in accordance with Intelliteach script, spelling, grammatical, and
related guidelines);
Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources;
Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools;
Clearly and thoroughly document requests for assistance in our ticket
management system, and track incidents through to resolution/escalation (per
client guidelines);
Escalate unresolved issues to Team Leads.
Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely
manner.