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Technical Support Engineer
4 weeks ago
BASIC FUNCTION
Position Overview
As a Technical Support Escalation Engineer, you will be responsible for ensuring our clients have an excellent experience with our break/fix technical support service.
You will work closely with the Cloud Success organization with the end goal of transforming our InsightCloud(R)Care technical support into a service that is rated highly by our clients.
You will work closely with the Technical Support team under the direction of the Technical Support Escalation Manager to focus on our elite clients, and assisting in the reporting and follow up to decrease time to resolution and increase client satisfaction.
What you'll do at Insight- Work under the direction of the Technical Support Escalation Manager to improve customer experience with our Technical Support offering
- Measure and report on tickets
- Assist in efforts identified and approved for our continuous improvement cycle
- Serve as the escalation point of contact for key clients and for tickets that are not moving forwards as they should
- Work with the technical support team members and management to identify knowledge gaps and implement training programs to close those gaps
- Work with the technical support team to improve time to resolution for tickets
- Work with the Cloud Success Team to assist with processes and reporting to improve the offering and interactions between teams
- A bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent work experience
- Passionate about providing an excellent customer experience
- At least 3 years of experience in technical support, customer service, or service delivery in a cloud environment
- Strong knowledge of cloud technologies, such as Microsoft Azure and Microsoft 365
- Excellent communication, problem solving, and analytical skills
- Knowledge of ServiceNow – the ability to create and run reports and dashboards to analyze tickets as well as work in a queue.
- Ability to work effectively under pressure, prioritize tasks, and meet deadlines
- A positive attitude, a customer centric mindset, and a willingness to learn and grow
The position described above provides a summary of some the job duties required and what it would be like to work at Insight.
About Insight
Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology SolutionsTM and services to maximize the business value of IT.
As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow.
From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter.
Discover more at insight- Founded in 1988 in Tempe, Arizona
-$8.3 billion in revenue in 2020
- Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
- Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
- Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance
Learn about careers at Insight:
jobs.insight
Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.
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