Role:-Tech Support L1
Location:-Arkansas City( Day 1 Onsite role)
Contract
Job Description
Key Tasks: 1) Incident Solving
¿ Resolve known errors by means of SAP Notes, Knowledge Base articles, info docs derived from solved customer incidents, documentation, WIKI, or verifying customized entries or hardware parameters ¿ Perform root cause analysis and provide solutions ¿ Achieve a good level of customer satisfaction
¿ Attend e Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching ¿ Share and document knowledge through creation of WIKI entries and Knowledge Base articles
Additional Tasks ¿ Participate in weekend support/ 24x7 support activities
Report errors to development organizations
Participate in Knowledge Management (WIKI content, Knowledge Base Articles)
Support Without Incidents ¿ participate in projects aimed at achieving the organizational vision.
Carry out new tasks as requested e.g. participate in Real time support (chat) in cooperation with an experienced support engineer. Behaviors:
Ownership ¿ Take ownership of the decisions you make.
Accountability
Be accountable for the actions you take.
Responsibility ¿ Take responsibility for the end results or outcomes.
EDUCATION ¿ University degree or College diploma program in Computer Science, Business and Technology, or related areas.
Equivalent professional experience will be considered.
SKILLS AND COMPETENCIES Required:
Excellent diagnostic and technical analysis skills
Ability to assess, plan and troubleshoot while collecting information about the customer issue.
Solid understanding of Internet technologies ¿ Familiarity with general business terms and processes
Excellent English communication skills (written and oral)