Timely response to customers via phone/mail/web. Logs case, provides information & troubleshoots to solve customer problems according to company KPIs for the business

Manages customer expectations by taking into consideration the entitlement

Works with customers to identify the problem statement

Once problem statement is clear, determines necessary actions which might include gathering and analyzing logs, engaging in remote sessions, using VRG, in order to troubleshoot, diagnose and solve the problem

Keeps customers informed, sets and follows commitments, keeps precise case documentation and case ownership

Timely elevates and/or escalates to next level when the case is complex

Achieves personal goals assigned by the direct manager

Works together with other team members to achieve team goals

Participates in projects for process or quality improvements

Manages multiple tasks or cases simultaneously with minimal supervision

Actively captures resolutions of new issues and documents them in the respective data base

Acts as a first point of contact for Engineer I for guidance on technical and business process issues

Keeps documentation as per requirements

Meets the deadlines and keeps the service level agreements

Is compliant with all internal rules, policies and procedures, and ensures performance as per all work instructions and/or orders (written or oral), legally assigned by the direct manager, by officials acting for the direct manager or by any manager of a hierarchical level higher than the direct manager

Encourages outstanding team morale and maintains highest ethical standards

Strictly follows the procedures, the policies, and Standards of Business Conduct of the company