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About the role
Collaborate with brilliant minds who challenge, inspire, and elevate each other to new heights. Case Resolution and Daily Operations Leads the cross-team collaboration for the resolution of highly complex, cross-technology customer scenarios. Engages engineering teams by providing technical analysis and findings to drive efficient incident resolution. Models all case-handling standards with a continuous focus on speed and quality, and acts as a mentor to other Technical Support Engineers.
More about this role
Collaborate with brilliant minds who challenge, inspire, and elevate each other to new heights. Case Resolution and Daily Operations Leads the cross-team collaboration for the resolution of highly complex, cross-technology customer scenarios. Engages engineering teams by providing technical analysis and findings to drive efficient incident resolution. Models all case-handling standards with a continuous focus on speed and quality, and acts as a mentor to other Technical Support Engineers. Ensures that all customer interactions reflect a commitment to excellence in service and high levels of customer satisfaction. Acts as an advisor to customers and informs them of the status and solution to their issues, demonstrating Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors. Mentors others on AI-assisted troubleshooting, case quality, direction of the case, and learning opportunities. Product/Process Improvement Influences process improvements across workgroups, leveraging strong Customer Zero feedback loops, AI-enabled efficiencies, and quality feedback to the Product Group (PG). Reinforces recognition of cross-team trends and...
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