Description:
Reporting to the Manager of Customer Support, the Customer Support Specialist will respond to alerts from customer environments, support cases and any infrastructure issues which arise in any customer environment that is being monitored or cases created by customers. Using your determination, organizational skills, and dependability you will monitor, diagnose and respond to failures reported via multiple channels. Subsequently you will proactively take action to resolve or escalate failures. You recognize how to resolve application (like OpCon) and system job failures and address first level support issues related to customers and their environments. You have technical experience in software support, network support, and basic system level troubleshooting skills. You will use this information to solve for the customer and will collaborate with the MAS (Managed Automation Services), Support and Infrastructure teams to make sure systems and OpCon environments run smoothly and efficiently with adherence to established SLAs.
How You’ll Get There
Within your first 3 months, you will:
- Familiarize yourself with the expectations for OpCon support, SLA adherence and Managed Automation Services (MAS).
- Learn about how cases come in and the requirements to respond and resolve MAS and Customer Support Cases as a first level Customer Support Specialist.
- Attend OpCon Basic Training to gain comfort and familiarity with OpCon and how it is installed and configured for our top-tier customers. Understand the location and purpose of log files which exist for OpCon.
- Familiarize yourself with response expectations for MAS Support Cases, for both Critical and Production level alerts.
Within your first 6 months, you will:
- Gain familiarity with all MAS customers: their service agreements, how to connect and most common Automation that has been implemented for them.
- Maintain 100% SLAs defined for MAS Support Cases by either taking direct action or by taking steps to escalate to the next level as per documented policy.
- Understand how to respond to and act on Infrastructure Service Alert tickets.
- Time management and dependability is established with other teams and team members to ensure that the Frontline Response Team is a trusted resource in providing service to our customers.
- Gain familiarity with OpCon functions, screens, logfiles and view of Operations to understand the ‘health’ of the customer being supported.
- Gain confidence with being on-call to respond to priority issues and alerts as required to meet the customer's needs and Service Level Objectives (SLOs).
Within your first 12 months, you will:
- Become a trusted, dependable, and consistent member of the Frontline Response Team critical in providing customer service.
- Be an engaged team member that promotes collaboration, determination, authenticity and kindness.
- Create a culture of efficient throughput of incoming cases and alerts, timely resolution, prioritization of volume of cases, and timely and needed escalations.
- Troubleshoot and resolve OpCon cases with minimum time and effort. If needed, escalate to the next level.
- You are able to address tickets relating to other SMA products like, but not limited to, VisualCron, OpCon, etc. by leveraging your technical skills.
- Give input and feedback to established policies, recommendations for documentation and policies to strengthen the service of the Frontline Response Team.
- Collaborate with leadership to create and standardize procedures where it is lacking.