The Customer Support Specialist is responsible for answering and processing all inbound calls to the Service Desk in order to provide the best-in-class customer service, and making outbound calls in connection with problem resolution. The Customer Support Specialist has the objective of diagnosing and resolving the highest number of incidents at the 1st point of contact with the customer. He/she will also provide second level technical support on escalated incidents and leadership to a team of professionals when required.
In addition to a Service and Customer Care attitude, the Customer Support Specialist should possess a high level of technical competency with in-depth knowledge or specialization about identified technologies and /or products. He/she is expected to provide extended support on such products or technologies when called upon.