Networks Technical Support Specialist

• Serve as the primary support contact and technical support liaison to Eventum customers (via phone calls, support portal or emails).
• Serve as Technical expert to assist in platform-related troubleshooting and problem resolution.
• Technically engage in and often lead the technical resolution and incident management either face-to-face or over the phone, to help resolve issues.
• Where necessary, escalate issues to other team members, management, or other teams in accordance with relevant procedures.
• Characterize, define & reproduce complex customer issues in test/lab environments.
• Create knowledge base documentation for all resolved issues.
• Responsible for Platform maintenance, health checks and backups.
• Conducting software release pre-deployment testing and upgrades to operational environment.
• Provide use-cases to Eventum customers to maximize the benefit of deployed solutions.
• Use platform analytics to provide expert-level data when requested.
• May travel to customer sites in order to assist in issue resolution or service delivery.
• Prioritize and manage many open cases at one time.
• Respond within agreed SLAs.
• Establish a good working relationship with customers and other professionals, such as solution architects and software developers.
• Participate in pre-sales activities and rollout.

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