Responsible for: customer service, monitoring, remote troubleshooting, and determining when to dispatch service technicians.
- Monitor portfolio of systems from a variety of different monitoring platforms
- Receive inbound customer calls and emails
- Respond to system production issues
- Create and update Cases in CRM
- Remote Troubleshoot customer issues
- Coordinate investigation of issues that are not solved by remote troubleshooting
- Manage schedules for service calls and technicians
- Regularly communicate case progress to customers
- Receive updates from service technicians and manage issues that arise while they are on site
- Determine billable nature of service calls and coordinate with Accounting Department
Salary to commensurate with experience.
