Technical Support Engineer
Dates Employed2005 – 2006
Employment Duration1 yr
- Taking ownership of technical customer requests and providing support for a product or product line using telephone and web-based solutions.
- Researching and resolving all functionality and usability related issues; identifying and directing complex or high impact issues to senior staff for resolution.
- Managing own time to appropriately to prioritize assigned workload and backlog, escalate issues to next level according to product line procedures.
- Performing troubleshooting steps to recreate minor customer issues on approved test systems.
- Understanding and accurately documenting complex product questions; determining the appropriate process to progress the issue to resolution.
- Maintaining knowledge of support policies, procedures and systems; determining appropriate actions in line with Technical Support Handbook guidelines.
- Using the appropriate call tracking and other CA technical support systems to identify fixes, investigate customer problems, answer common questions, check entitlement, keep issues up to date and correctly documented
- Enhancing a positive customer experience by:
o Updating existing knowledge documentation and creating quality knowledge base documents.
o Promoting the use of customer self-support tools provided by CA, by demonstrating functionality and effectiveness to customers.