Customer Advocacy Engineer

As a resident customer advocacy engineer, you will act as the primary point of contact for customers, providing 1st level functional and technical support to onsite users for a web-based application (our proprietary application). Your responsibilities will include following up and maintaining logs of reported customer issues/tickets, updating pending issues/tickets, identifying and escalating issues requiring level 2 escalation. You will need to follow up with onsite users to gather missing information or approvals required for processing requests for closure of pending issues. Additionally, creating and uploading KB articles in the Knowledgebase, providing individual training and support as requested, and maintaining a current and accurate inventory of technology hardware, software, and resources will be part of your role. Furthermore, you will be responsible for logging required repairs and maintenance, producing reports as requested by the support desk manager, configuring, maintaining, and troubleshooting all network-related issues (LAN wired & wireless, access points), managing the server (Windows), and providing support for Android-based tablet issues. It is essential that you adhere to defined Service Levels and follow the established policies and procedures of the support desk to ensure efficient and effective customer support.,