About the role
Product/Process Improvement: Uses available tools to deliver solutions for customer issues of limited scope. Identifies potential defects and escalates to more senior engineers to resolve. Follows processes provided by the business. Provides feedback to improve products to more senior engineers or technical advisors. Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems. Ensures customers stay informed as to the status/solution of their issue. Handles customer issues through collaboration, resolution, or escalation. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools. * * Bachelor's degree in Computer Science, Information Technology (IT), or related field o OR 1+ years of technical support, technical consulting experience, or information technology experience o OR Certifications in SQL, coding, development, or other related certifications o OR equivalent experience Experience working in a customer service environment, retail, sales, etc Experience in using innovative technologies such as AI in every day life. Experience working in a dynamic team environment. Experience with problem solving and providing solutions to customers
