Description

Position Summary

Service Delivery Technician II provides technical support in a professional manner to customers by researching and answering questions, troubleshooting problems, maintaining server and workstation performance, and closing tickets efficiently. The Service Delivery Technician position is responsible for ensuring that the customer relationship is managed through proactive customer communications by providing rapid response and guaranteeing that estimated response times are communicated upfront. The Service Delivery Technician II is accountable for maintaining customer satisfaction levels by achieving prescribed, measurable performance goals on a daily basis.

Responsibilities

• Maintains availability to receive escalated inbound Calls, Support tickets, and Web Chats
• Interprets customer's description of problems, troubleshoots and provides solutions, summarizes and documents interactions
• Responsive in team communication channels providing technical direction and answers to L1 questions
• Assesses customers’ technical support needs and handles/routes tickets accordingly, using documented procedures and available tools
• Provides answers to clients by identifying problems, researching answers, following knowledgebase articles, and guiding clients through corrective steps
• Proactively writes and updates knowledgebase articles
• Achieves predetermined/specified performance goals
• Follows designated workflows flows and escalation procedures while maximizing support utilization.
• Participates in Trapp internal meetings and required Trainings
• Maintains a professional image and demonstrates and adheres all Trapp Policies and Procedures
• Other Duties as assigned

Qualifications

Qualifications

• High school diploma required
• CompTIA A certification required
• 2 years of technical customer support experience
• Possess good troubleshooting skills and be able to isolate and fix problems quickly
• Excellent communication skills - possessing stellar speaking, writing, and listening skills
• Ability to compose grammatically correct, concise, and accurate notes
• Ability to thrive in a fast-paced, technically advanced environment