Sr Consultant - Voice

Primary Roles & Responsibilities:


+ Provide Tier 3 escalation support for clients requiring expert troubleshooting on various technical matters involving hardware, software, network and connectivity issues.

+ Identify, research, analyze, diagnose, resolve and close escalated technical problems in a quality and timely manner.

+ Provide comprehensive diagnostic, root cause and troubleshooting support, accurate problem resolution and make findings available for future troubleshooting and analysis.

+ Determine the need to deploy field service resources required to deliver client service requests via incident management and dispatch processes through the service desk.

+ Escalate irresolvable issues requiring manufacturing or carrier services support assistance within prescribed service levels and procedures to complete problem resolution.

+ Monitor service desk tickets assigned to Tier 2 team, identify trends in problem activity, docum...