Universal Escalations Technical Case Manager

Applies extensive knowledge the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways. Comprehensive understanding of the general/technical aspects of the job. Works on assignments that are complex in nature and require considerable judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions. Work is completed with minimal supervision and assignments may be completed without established procedures. May determine methods and procedures for new assignments. Typically provides guidance to other non- exempt employees.

Responsibilities

• Assist Universal Escalations agents with technical related questions.
• Successfully resolve moderate to difficult technical issues (related to hardware and software) from our Universal Case Managers.
• Respond to service, product, technical, and customer-related questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement
• Proactively assist customers to avoid or reduce problem occurrence.
• Log case and complaint notes and provide a resolution
• Act as a customer advocate
• Monitor the service event through completion for compliance.
• Working independently while using standard protocol when needed to respond to customer issues. Moderate judgment is used to supplement the outlined process.
• Manages multiple tasks or cases simultaneously without supervision.
• Acts as a mentor and may provide some supervision of other non-exempt employees. May provide input on training material for new and existing processes. Provide training to new and existing employees as needed. Process expert and subject matter expert on standard and nonstandard delivery types.