Technical Support Representative Level 3

2 weeks ago


Stevenage, United Kingdom Carestream Dental LLC Full time

Technical Support Analyst Representative Level 3 is responsible for managing escalated customer issues and identifying knowledge improvement opportunities for level 1/2 analysts and Enterprise direct customers. By using analytical tools and product experience to analyse technical support issues and define knowledge that can be used by the internal team and end users within self-service support tools. They speak with colleagues and customers, listen to them, gain a better understanding of their needs, and offer possible solutions. The primary goal is to minimize the impact to our customer by providing knowledge to allow level 1/2 agents to resolve an incident or request as quickly as possible and escalating as necessary to restore customer business operations. The Technical Support Analyst Level 3 should demonstrate a positive customer experience by being polite and professional while working closely with other team members to provide outstanding service.

**Requirements**:
**Essential Duties & Responsibilities**:

- Handles escalations from Level 1/2 Team and Enterprise Customer Level 1 support
- Responsible for data analysis of escalations to identify training opportunity, knowledge article creation to minimize escalations and improve first time call handled rate
- Responsible for Commercialization via participation in gate, TTS, beta site installation and data collection as assigned
- Prioritization and entry of Software defects across product group for Software CPE R&D team
- Reporting, analysis and trending of defects across product line for Manufacturing, CPE team as assigned
- Responsible for configuring knowledge/chat bot automation as assigned
- May include responsibilities focused to
- Internal and external training delivery
- Quality and Compliance
- Commercialization Roadmap
- Responsible for product performance reports



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