Technical Support Advisory IC4

Requirements

• Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years system development, network operations, software support, IT, consulting, or technical troubleshooting experience
• 3+ years of prior product, customer support, and/or technical support experience

Nice to Haves

• Knowledge of Office 2021 or 2024, Microsoft 365 Apps, and SharePoint Online

What You'll Be Doing

• Team Readiness & Development: Ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
• Case Management (Delivery Excellence): Perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.
• Managing Collaborative Activities: Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).
• Supportability Activities: Contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.
• Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback.

Perks and Benefits

• Ability to meet Microsoft, customer and / or government security screening requirements
• This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.