Job Description
As a Technical Support Representative (TSR), you will be the first point of contact for customer inquiries, responsible for intaking and managing service requests through ServiceNow. You’ll coordinate solutions by identifying issues, dispatching field technicians, processing parts requests, and working with vendors on hardware repairs, all while ensuring cases are managed within defined Service Level Agreements (SLAs).
Day‑to‑Day Responsibilities
- Case Management: Monitor, prioritize, and manage customer requests to meet or exceed SLAs, including dispatching field technicians and processing parts requests when needed.
- Follow‑Ups: Communicate regularly with customers and internal teams to provide updates and ensure open cases are resolved effectively.
- Vendor Management: Oversee hardware repair coordination, including Return Merchandise Authorizations (RMAs), obtain and evaluate quotes, ensuring accurate pricing, compatibility, and lead ti...