Under mínimal supervision and guidance, provides technological support by investigating and resolving complex problems.
Responsible for- general administrative duties related to the management of individual and/or team tickets, call flow, and project work.
Effectively- demonstrates customer care principals in individual to group interactions.
**Key Responsibilities**:- Under mínimal direction provides advanced technical knowledge and support to internal and/or end users for and/or client-side- Collaborates with other business units to resolve advanced technical needs and provides authored solutions to increaseresolution by first contact interactions- Consistently interacts with voice, network services, software developers, product operations and/or vendors to re-establishservice and/or identify and resolve the root cause and/or more complex problems- Manages the expectations of customersUnder mínimal direction conducts testing to ensure that all information systems products and services meet maximum- organization standards and end-user requirements- Thoroughly tests software and/or hardware to ensure proper operation and freedom from defects.
Simulates and analyzesissues to resolve operating difficulties- Recommends system modifications to reduce user problems due to updated and/or new technology, minor rules/rates and formreleases.
Recognizes and acts on inconsistencies- Collaborates with the affected business units regarding new/upgraded technologies- Designs, develops and executes basic to complex client communication after thorough analysisJOB REQUIREMENTS**Requirements**:- Troubleshooting skills- Customer support skills- Work organization- Interpersonal skills- Oral and written communication skills**Preferred Skills/knowledge**- Cisco platform knowledge- Call center environment experience desired- Advanced English- Routing/Pin commands