What are the responsibilities and job description for the Client Experience Migration Technical Support Representative position at Jobs via Dice?
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The Client Experience Migration Technical Support Representative ensures the delivery of superior customer service by providing timely and efficient resolution of technical issues related to the data center consolidation/migrations. This role involves troubleshooting, gathering details and screenshots, analyzing, and resolving escalated issues from clients and internal teams, thereby ensuring continuous client satisfaction. The position requires participation in off-hours support, including early mornings/late evenings and weekends (usually Sunday) as needed based on migration go live events.
Required Skills and Qualifications:
The Client Experience Migration Technical Support Representative ensures the delivery of superior customer service by providing timely and efficient resolution of technical issues related to the data center consolidation/migrations. This role involves troubleshooting, gathering details and screenshots, analyzing, and resolving escalated issues from clients and internal teams, thereby ensuring continuous client satisfaction. The position requires participation in off-hours support, including early mornings/late evenings and weekends (usually Sunday) as needed based on migration go live events.
Required Skills and Qualifications:
- Experience: 5 years in a service desk or equivalent role at 2nd or 3rd level.
- Technical Skills:
- Strong understanding of networking, security, and related infrastructure.
- Hands-on experience with Windows Server administration and virtual machine management.
- ITIL Knowledge: Familiarity with ITIL frameworks and best practices in service delivery.
- Communication Skills: Excellent verbal and written communication.
- Customer Focus: Proven ability to deliver superior client service and maintain satisfaction.
- Teamwork: Capable of working independently and within a multidisciplinary team.
- Technical Issue Resolution:
- Diagnose, analyze, and resolve complex technical issues escalated by clients by working with various technical teams.
- Maintain ownership of escalated cases and ensure timely resolution.
- Customer Service Excellence:
- Deliver exceptional support and maintain high levels of client satisfaction.
- Collaborate with clients to understand their needs and ensure effective solutions.
- System Administration:
- Administer and support Windows Server platforms and virtualized environments.
- Monitor, maintain, and manage system performance and reliability.
- Networking and Security:
- Troubleshoot network-related issues and ensure secure connectivity for clients.
- Documentation and Reporting:
- Document processes, incidents, and resolutions to maintain a robust troubleshooting database.
- Collaboration and Communication:
- Work closely with cross-functional teams, including product development, client WAN, program and project managers and engineering.
- Communicate effectively with stakeholders to ensure alignment on solutions.
- Banking, financial applications, or core systems experience.
- Network/infrastructure support
- Background/experience in Information Technology, Computer Science, or a related field.
- Participation in off-hours support, including early mornings/late evenings and weekends (usually Sunday) as needed based on migration go live events.