Associate Service Support Specialist
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Provides technical support to DN Services, Service Partners and Customers, based on expert knowledge of DN-serviced products and solutions. Starting point for structured problem management in the DN Incident & Problem Management process. Identifies, analyzes, addresses and resolves technical problems. Supports technical escalations as a well as improvement initiatives. Adopts and provides technical product trainings and ensures communication and feedback of service-relevant information to / from country services units. Develops, implements, maintains and advises on service processes and standard operational procedures. Initiates, manages or supports customer, fleet and product performance improvement projects and initiatives.
Responsibilities
Gains familiarity with Service Support concepts, practices and methodologies. Studies and complies with the company's product support and related case management policies and procedures. With guidance, performs standard Product Support duties, including: Working with senior team members to understand customer identified product issues and problems. Troubleshooting problems ( For Example, with customer configuration, company software or other integration points). Assisting with customer and / or technician training and supporting material development. Identifying / resolving issues that prevent customers from getting full value from the company's products and services. Ensuring proper follow-up with customers and internal service providers. Escalates complex issues and high-impact problems to senior team members, team lead and / or the according resolver groups. Provides on-site technical support and co-operates with other stakeholders to resolve issues or support customers.
Qualifications
Required Qualifications
Diploma or equivalent work experience required. Minimum of 0-2 years of relevant experience or equivalent combination of education and experience in Service Support. Good business English skills (Written and spoken).-
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