Conduct root cause analysis and provide actionable and high-value solutions to reported incidents with a combination of data analytics, business acumen, technical expertise, product features, and sound judgment.
The Customer Support Representative will help to resolve customer issues by responding via phone and email to client inquiries. The ideal candidate will have good business acumen, excellent communication skills and a proven track record for consideration.
In this role, you will participate in the support of core business application, HITS. Your responsibilities include providing Tier 3 support, Triage and troubleshooting reported flaws within HITS (both within C# code and SQL database), application and process optimization, automating operational processes, assisting with the development of quality assurance procedures including automated application regression and load testing and database optimization and administration.
As an ADP technical team associate, you will work with our technical team on a variety of projects and assignments in the areas of Information Technology, Information Systems, Computer Science, Computer Engineering and other technical disciplines.
Deliver global engineering support to customers, partners, and field engineers for the Lancope product line; support the operational needs of customers using Lancope products for network security and forensics.
Respond and engage on all incoming customer inquiries with a sense of urgency. Prioritize cases according to our severity descriptions. Quickly transition Critical/Pre-Critical/Quartile 1 customer cases to Tier 2 Engineers.