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US-VA-Norfolk: Customer Support Specialist-IT

Date: _31-Aug-2011_
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Customer Support Specialist-IT

1. Leads, diagnoses and troubleshoots complex, multi-level or ambiguous information, specifically focused on high severity or high profile site issues, from incoming calls, providing remote support services to end-users, technicians and Technical and Field Support personnel and establishing Global Support cases. 2. Collects information about customer cases in initial call in accordance with departmental procedures, and follows up for additional information with resources as required. 3. Assesses current case situations, including the review of complex technical issues, identifying in-house support resources, and tracking case information in compliance with global quality and departmental procedures. 4. Communicates complex technical issues and customer concerns or problems to other Global and Technical Support team members, as well as members of Development team, translating technical information, results and proposals back to customers at the level of technical complexity required for understanding. 5. Manage priorities, expectations and facilitate negotiations between various parties involved in projects whenever issues, problems or conflicting priorities arise. 6. Establishes, builds and improves customer relationships through the case management process. 7. Reviews case assessments and status to determine the necessary direction and escalation protocols. Independently acts on these protocols and advises Global Support Network Leadership as to the direction and escalation protocols that were taken for the situation. 8. Escalates problems, as needed, on behalf of the customer to appropriate technical resources, coordinating global interaction between other Global Support Network (GSN) staff and third party vendors. 9. Manages problem resolution, updating case documentation and communicating case updates to management, technical resources and customers. 10. Manages internal and external projects, leads components of the project team, coordinates the work of internal and external technical resources, facilitates the exchange of information. 11. Manages assigned departmental initiatives such as media recoveries, cache corruption cases and other special projects as required, in order to maintain satisfactory customer relationships, and resolve outstanding cases. 12. Manages field-testing activities for sustaining engineering releases with established client group.

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