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Technical Customer Support II Direct Contingent Worker
Location: US-FL-West Melbourne
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TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is a Hightech industrial company engaged in energy, healthcare, and transportation. It operates in five segments: Power, Renewable Energy, Aviation, Healthcare, and Capital. The company offers products and services ranging from aircraft engines, power generation, and oil and gas production equipment to medical imaging, financing, and industrial products. Position: Technical Customer Support II (Direct)-Contingent Worker Location: West Melbourne FL 32904 -
The Customer Support Engineer is responsible for resolving product, configuration, and application issues/questions for -
The client products; ensure customers success by fostering a balanced relationship that benefits both client and the customer with the goal of producing the highest level of customer support and satisfaction. -
Manage and deliver solutions for Incidents and service requests that meet or exceed Customer Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). -
Engage with clients on day to day operations, attend and occasionally lead weekly calls to facilitate implementation of solutions while adhering to change control and compliance protocols. -
Establish and grow relationships with functional peers with internal and client teams. -
Develop custom or standard programmatic solutions using the available tools & utilities, coding conventions and quality control procedures. -
Knowledge transfer - Author user/technical documentation and case notes. Act as a technical resource or mentor other team members. -
Create and/or update Knowledge Articles as needed in the appropriate Knowledge tool(s). -
Act as escalation resource for Tier 1 support teams -
Research and troubleshoot issues involving all aspects of client, including but not limited to user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality. -
Own and manage personal caseload and perform callbacks and case follow through as defined by the Case Management Guidelines. -
Troubleshoot and identify product problems for presentation to engineering for resolution or disseminates appropriate information necessary to correct configuration issues. -
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