Stefanini
Location
Davenport, IA | United States
Job description
Overview
The End-to-End (E2E) agent role is not your typical Level 1 support agent role. E2E focusing on collaboration, learning and minimal hierarchy. It places you, the agent in charge of how you handle tickets and collaborate with others to solve them, we give you the tools you need to succeed and let you do the rest. The E2E model enables you to benefit from:
• Bespoke training,
• Access to learn directly from L2 and 3,
• Exposure to new and engaging types of work,
• A say in how you and the team works
*Details on how E2E works can be found below.
Job Description
• Providing support to clients (via chat, email and phone) regarding a wide variety of technical issues and different types of requests.
• Logging remotely to client's computer and help them solve the technical issues.
• Documenting issues that you deal with daily into the ticketing system.
• Troubleshooting hardware, software and network related issues.
• Collaborating with L2 and L3 Service Center support groups in order to find the best solutions to resolve the tickets at L1. As well as learning from L2 and L3 to be able to take on new ticket types.
• Providing feedback on Knowledge Articles if they are missing information or could be improved.
• Help the client with all the necessary information throughout the ticket lifecycle.
• Working with the team to identify continuous improvement opportunities
• Agent retains ownership over the majority tickets from start to finish and leverages wider internal network and resources to collaboratively solve tickets
Job tags
Salary
