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Product Support Specialist
Our Offer:
Philips is a leading health technology company focused on improving people’s health and enabling better outcomes across the health continuum from healthy living and prevention, to diagnosis, treatment and home care. Philips leverages advanced technology and deep clinical and consumer insights to deliver integrated solutions. The company is a leader in diagnostic imaging, image-guided therapy, patient monitoring and health informatics, as well as in consumer health and home care. Headquartered in the Netherlands, Philips posted 2015 sales of EUR 16.8 billion and employs over 70,000+ employees with sales and services in more than 100 countries. News about Philips can be found at www.philips.com/newscenter.
We Are Looking For:
- Exceptional Account Management skills
- Exceptional customer satisfaction rates
- Ability to interact with clients on a daily basis
- Ability to manage multiple accounts at a time
- Clinical Background a huge plus
- Organization skills: Ability to create your own schedule, tasks, timelines, etc.
- Past work with issue management'
Work at home Job leads
Miltel
Description: This is the highest level technical position in the support of Mitel Cloud Services. The qualification and skills are those that are required to be a Mitel Tier 3 employee. Your primary responsibilities as a Tier 3 Agent are to provide the highest level technical assistance and support to our Mitel Cloud customers and our Tier 2 Agents. In most cases Tier 3 agents will assist the Tier 2 with the next troubleshooting steps and in some cases will take ownership of the case to further investigate. Based on the additional investigation they will open a case with Product Support and/or Infrastructure or request a change to the current product. Tier 3 agents will also provide training to Triage and Tier 2 on new products and operational improvements. The Tier 3 agents will work closely with Infrastructure on improvements in the network and server upgrades that will benefit all customers. It is at the Tier 3 level that the Application and Transport division at Tier 2 converge with a deep understanding of how they interact.
Essential Duties:
· This position requires that the agent is reachable 7x24x365
· Provide advanced technical assistance to Tier 2 in support of MiCloud customers
· Expected to generate a number of Knowledge Base articles to constantly improve our ability to rapidly respond to our customers
· Instruct Tier 2 on the use of WAN quality testing tools
· Pull and work cases from Tier 2 when they are beyond the capability of the Tier 2 agent
· Coach Tier 2 agents to review the customers’ entire network and applications to understand the impact on the symptoms the customer is wanting resolved
· Take on major projects when required
· Interface with Infrastructure on cases that impact all MiCloud customers
· Interface with Product Support on cases that impact all MiCloud customers and track any DPARS opened
· Carrier escalations
· Perform Server updates as needed
· Responsible for timely completion of training and certification courses as assigned
The Retention People Jonas Software
The Retention Management workplace is dynamic and empowering, comprised of motivated self-starters who enjoy the thrill of working in a fast-paced environment. Due to recent growth we are seeking an ambitious candidate who will learn both our business as well as our clients’ businesses by being a part of our Customer Technical Support Team. For the right person, this will be the jumping off point for a promising career.
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