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Job Description
Introduction
Job Responsibilities
- Respond to assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives.
- Establish solid foundational knowledge of all Episerver products and develop expertise in one or more areas.
- Learn fundamental operations of commonly used software, hardware, and other equipment.
- Follow standard departmental operating procedures; including accurately logging and updating all service tickets using the defined tracking software and utilizing handover and escalation processes.
- Follow-up and investigate all unresolved tickets including reproducing issues and collaborating with internal experts
- Lead and facilitate conference calls and online sessions with customers and partners where required to more efficiently resolve and complete service tickets.
- Effectively prioritize and manage individual service ticket queues
- Individually contribute to the team’s meeting or exceeding service KPIs.
- Participate in regularly scheduled handover and triage meetings.
- Complete assigned training and adhere to compliance requirements.
- Embrace and promote continuous improvement efforts while providing feedback and input.
- Flexibility to be on call outside of standard business hours
- Contribute valuable and pertinent information to EPiServer’s knowledge base.