Support engineer - Queue Tracker
For our client, the largest American software producer in the world, we are looking for a Support engineer with Queue Management responsibilities.
Monitoring incoming volumes and triage service requests to appropriate owners, based on their skills and on the business priorities, taking customers’ needs and other urgencies into consideration;
Managing stakeholders’ escalations and setting expectations;
Supporting engineers with case related operational activities such as engaging other teams;
Being the point of contact regarding supportability and team availability for collaborations;
Scheduling engineers based on availability and incoming volumes;
Participating in trainings and ensuring focus on continuous development;
Ensuring all team related processes are maintained up to date and sharing feedback on tool improvement opportunities;
Managing cross team collaboration and communication.
Proven experience in handling high pressure situations;
Managing stakeholder and customer escalations;
Advanced skills in Office Package (Outlook and Excel);
Experience in customer support;
Comfortable with ambiguity and change;
Managing cross team collaboration and communication;
Able to work through conflicting priorities and manage time efficiently.