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**_ Responsibilities: _**
- Working independently while using standard protocol when needed to respond to customer issues. Moderate judgment is used to supplement the outlined process.
- See description above successfully resolve moderate to more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
- Proactively assist customers to avoid or reduce problem occurrence. ' Participates in projects for process or quality improvements.
- May act as a mentor to lower level employee working on similar hardware and software.
**_ Education and Experience Required: _**
- High school education or equivalent. Typically requires 3- 5 years general experience, or equivalent combination of Experience and college level education.
**_ Knowledge and Skills: _**
- Superior skills both written and verbal communication.
- Experience in customer facing role, remote support, telephone, e
- support, e-chat or similar.
- Has recognized technical skill in the range of products supported within relevant product lines; focus more acutely on a specific product line - for example, Proliant related storage.
- Collaborates with CC and SCE peers on resolving issues.
- Knowledge and experience using Knowledge Management systems.
