Role Overview

The Response Center Engineer is the first line of response for incoming customer issues, ensuring timely and effective resolution of tickets and queries. This level requires a high level of technical expertise combined with exceptional communication skills to deliver outstanding customer experience.

Experience Level

Needs help often with more complex tickets; working towards independent resolution with manager guidance.

Key Responsibilities

1.     Reactive Support: Address incoming customer tickets and calls with guidance, providing effective solutions for straightforward issues. Escalates complex issues appropriately.

2.     Ticket Ownership: Pull tickets off the support board and follow through to resolution, seeking assistance when needed for complex problems.

3.     Communication: Maintain clear communication with clients throughout the ticket lifecycle, keeping them informed of progress.

4.     Customer Experience: Handle each customer interaction professionally, aiming for high customer satisfaction.

5.     Documentation: Contribute to and improve client documentation under guidance.

Ticket Hygiene: Accurately select agreements, Type/Subtype/item, and statuses for all assigned tickets.

Requirements

Required Skills & Certifications

Certifications Required                                                  

•        Relevant Microsoft Certification (determined in collaboration with manager)

•        Networking Fundamentals

•        Network+ (CCNA as option)      

Soft Skills

• Good customer service and communication skills

•        Ability to troubleshoot and support client issues with some assistance for complex issues

•        Good time management skills   Low level desktop support engineering — apps and performance

Technical Skills

•        Low level cloud service support (e.g., O365 SharePoint, Gmail/Google Apps)

•        Basic Network Troubleshooting

•        Basic DNS and DHCP Troubleshooting

•        Basic server support

Success Metrics

Performance in this role is measured through the following key performance indicators:

1.     Customer Ticket Engagement: Average of 5.6 hours/day (70% of time) dedicated to customer tickets (NC/NB/B).

2.     Billable Time Utilization: Average of 4.4 billable hours/day (55% billable time).

3.     Ticket Resolution: Close an average of 5 tickets per day.

4.     Call Handling: Answer between 3–6 calls per day.

5.     Service Level — Calls: Answer calls before they hit 5 minutes of queue time.

6.     Service Level — Tickets: Pick up and begin working on tickets within 1 hour of assignment.