Senior Technical Support Coordinator

Job Description

Provides technical customer support to ensure that all customers are satisfied with acquired DN products and services. Engages with customers to ensure understanding of product / service capabilities and operations. Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties. Liaises with Incident Management, Service Delivery and other teams to help address unanticipated issues and situations. Provides technical support for a broad range of clients and / or multiple product areas. Answers moderately to highly complex questions, following guidelines and using judgment based on experience when necessary. Handles customer inquiries and issues escalated from less experienced team members. Liaises with DN experts to resolve complex and technical customer inquiries. Monitors Technical Support documentation to identify trends, ongoing issues and areas of concern, reporting findings and improvement recommendations to management. Supports implementation of continuous process improvement initiatives. Represents Technical Support to other internal departments, customers and external third parties. Impacts overall team effectiveness. May provide informal support to less experienced team members. Required Qualifications Education or equivalent work experience required. Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Technical Support. Good business English skills (Written and spoken).