Job Description

Job summary: The Remote Service Advocates will be responsible for connecting 10K PD/IGT upgrades and new installs to the HS RSE platform Improve Customer Satisfaction and Business Performance through Advancing Remotes Services on a Market level

Ensures an efficient and effective service delivery while improving brand perception/satisfaction and process compliance for direct and indirect channels in the designated Market by development of technical process, being the pivot point towards the Remote Service Engineer and BIU Serviceability Design (Maintaining Strong Connectivity)

Job Description:

• Focus on ensuring sustained connectivity in targeted IS systems across NA Market
• Assuming ownership of a connectivity-related event from initiation to completion
• Improve connectivity of remote devices via IPSEC/SSL VPN tunnels, DSS, etc.
• Support network infrastructure improvement projects
• Utilization of strong communication skills with local service, customer IT, and other groups involved in the Remote Services (PRS) escalation process
• Implementing best practices and process improvements while diagnosing problems, applying effective solutions and determining follow up actions
• Resolving basic network and technical application problems
• Escalating unsolved problems to helpdesk organizations when needed
• Communicate progress to project manager and leadership
• Initiate, support and drive remote Connectivity performance improvement programs within the Market
• Track Top Reasons for Connectivity loss

Qualifications:

• 3-5 years helpdesk/support experience preferred
• Experience in Customer Services or Customer Relations
• Good understanding of networking concepts (CCNA level preferred)
• Communication and relationship management taking into account cultural and language differences
• Self-motivated and self-directed. Normally receives little instruction on day-to-day work and general instructions on new assignments
• Structured administrative skills with the ability to handle multiple simultaneous activities
• Team player with good analytical and problem-solving skills
• Ability to collaborate and coordinate cross-functionally
• Prioritization and time management
• Ability to manage relationships, utilizing influence to work through roadblocks
• Able to demonstrate good understanding of Microsoft Excel and work with large amounts of data