Introduction
Job Responsibilities
* Respond to assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives.
* Establish solid foundational knowledge of all Episerver products and develop expertise in one or more areas.
* Learn fundamental operations of commonly used software, hardware, and other equipment.
* Follow standard departmental operating procedures; including accurately logging and updating all service tickets using the defined tracking software and utilizing handover and escalation processes.
* Follow-up and investigate all unresolved tickets including reproducing issues and collaborating with internal experts
* Lead and facilitate conference calls and online sessions with customers and partners where required to more efficiently resolve and complete service tickets.
* Effectively prioritize and manage individual service ticket queues
* Individually contribute to the team's meeting or exceeding service KPIs.
* Participate in regularly scheduled handover and triage meetings.
* Complete assigned training and adhere to compliance requirements.
* Embrace and promote continuous improvement efforts while providing feedback and input.
* Flexibility to be on call outside of standard business hours
* Contribute valuable and pertinent information to EPiServer's knowledge base.
Knowledge and Experience
Education