Technical Support Advisory
Core
Drive engineer readiness, manage complex technical case resolution, and lead collaborative activities to solve customer issues.
Role type
Senior Technical Support Advisor / Team Lead
Builds
Troubleshooting guides, readiness content, and improved case resolution processes
Domain
IT Support, Office Deployment, Shared Services, OCSI
Deliverable
client delivery
Required skills
skills-gap analysis, case reviews, customer wellness checks, process compliance, mentoring engineers, cross-team collaboration, cross-technology troubleshooting, product feedback, volume deflection strategies
Preferred skills
experience in Office Deployment, Shared services, OCSI
Technologies
Office client and desktop apps, OCSI
Responsibilities
Ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs; perform case reviews and customer wellness checks to ensure process compliance; mentor engineers to be more effective collaborators; contribute to customer self-help and volume deflection initiatives by producing troubleshooting guides; collaborate with stakeholder teams to provide product and process improvement feedback
Seniority
Senior, hands-on IC with team leadership
