Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, email and other support channels as required.
Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to technology use, design and configuration.
Provide prompt and accurate feedback to customers.
Effectively communicate complex technical issues to a broad range of customers and departments within Aegis, such as service management, sales, and quality assurance.
Mentor and provided advice to Associate Technical Support Engineers and other Technical Support Engineers as needed.
Take highly complex or sensitive issues elevated from Associate Technical Support Engineers and Technical Support Engineers as needed and directed by management.
Use approved protocol to communicate with engineers on the analysis of issues providing detail description of problems along with steps taken to analyze the problem.
Participate in regular support team meetings.
Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.
Prepare test systems for replication of user issues.
