To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Triage Specialist is responsible for providing triage and Pre-Sales resource assignment support for opportunities, emails and Cases received though Internal tools and also monitor opportunity lifecycle process. Triage resource should be skilled to respond to queries, runs diagnostics to ensure correct resource assignment, isolates problem, and implements solution.

Develop and maintain designated certifications that apply to each area of focus and maintain core competencies in the following areas:

·       Provide triage level support for a variety of technologies, service requests, SA support that are generated via phone, CRM Opportunities, email, and self-service.

·       Open/Close incidents and services requests in opportunity tracking report.

·       Follow up and escalate with internal customers/stakeholders to ensure issue/assignment request has been resolved.

·       Keep coworkers informed of the status of their tickets.

·       Meet all productivity and quality goals as measured by the department.

·       Mentor new co-workers on technical issues.

·       Perform basic client administration activities

·       Create and submit knowledgebase content.

·       Help generate manuals/playbooks specific to helpdesk and Triage.

List key metrics that will measure and define success for this role.

·       Maintain 100% accuracy for all opportunity assignment requests.

·       Ensure AM/ATE etc satisfaction levels 100% of the time.

·       Ensure SLA’s are met in accordance to the Business rules.

·       Ensure that Quality Assurance process is carried out for all assignments done.

·       Maintain established productivity rates.

·       Perform all assigned tasks in a fashion that your assigned customer(s) request your future support

·       Weekly status reports are to be turned in promptly

EDUCATION/CERTIFICATION:

·       Minimum of Bachelor’s degree in Computer Science/business administration or related field or 2+ years practical experience in a related technical support function.

REQUIRED EXPERIENCE:

·       Technical Support experience in a client facing environment desired.

·       Must be able to communicate effectively and in a constructive manner with management, peers and coworkers.

·       Knowledge of computer hardware and software and general awareness of basic IT Solutions is a must like Laptops, Desktops and peripherals and their components.

·       Basic Hardware knowledge of Networking, Server, Storage and Imaging Products like Router, Switches, Server Platforms like HP , Dell , IBM etc , Printing solutions a plus.

·       General Awareness of Data Center solutions, Cloud & Virtualization , networking devices etc.

·       Have the ability to follow written and verbal instructions.

·       Strong values and work ethic