Service Technical Support VI

POSITION SUMMARY

The Technical Support Engineer works to resolve customer issues, assist Sales and Field Agents, maintain knowledge content, conduct research, proactively share information, position workarounds, and collaborate with the Technical Support team to handle customer escalations. This position is responsible for diagnosing and troubleshooting product software and hardware incidents reported by customers and/or field personnel.

RESPONSIBILITIES

• Triage, troubleshoot, and resolve customer issues.
• Communicate to customers through the phone and digital medium to speed issue resolution.
• Assist Sales/Field Agents on technical issues relating to Vertiv product.
• Generate and maintain knowledge content on the Knowledge Management System following the Knowledge Centered Support guidelines.
• Research technologies online in search engines, Vendor sites, User forums as well as the knowledge manageme...