Premium Support Engineer II
: Job Details :

The Premium Service Engineer II provides in-depth remote support for technical issues which are assigned by the customer. These technical issues are critical in nature and generally time consuming and/or above the level of expertise in the Service Desk. The Premium Service Engineer II is responsible for driving resolution to technical issues, engaging other departments when applicable, and fully documenting the resolution in CRM. If technical issues cannot be resolved, the Premium Service Engineer II is expected to gather sufficient detailed technical information before escalating to the Tier 3 team. The position requires strong customer service and communication skills and knowledge of utility business functions to support the other team members with the support of company solutions for customers. Key Responsibilities: - Database queries and detailed investigations to support case management. - Hands-on device management, including network configuration, firmware updates, software upd...Support Engineer, Technical Support, Service Engineer, Support, Customer Service, Engineer, Technology