Proactive Monitoring Support Representative
Proactive Monitoring Support Representative
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Job Description
Summary
The Proactive Monitoring Support Representative is responsible for ensuring seamless technical service delivery by remotely monitoring diagnosing and troubleshooting client systems using a range of diagnostic tools. They will maintain accurate incident documentation perform root cause analysis and coordinate timely resolutions or escalations to minimize downtime and meet SLA requirements. In addition to incident response theyll conduct regular health checks on client devices to proactively detect and mitigate issues before they escalate.
Responsibilities
- Keeps incident tickets up to date with their status and resolution.
- Provide client-facing reports and manage service reporting for designated customers
- Works on calls incidents emails and tasks from work applications according to urgency and deadlines
- Direct resolution of incidents or escalation of cases that cannot be directly resolved to the responsible departments and external contacts
- Ensure that the incident is properly documented and logged in the incident management system. Maintain detailed records of troubleshooting steps and client interactions for audit and quality assurance.
- Monitor diagnose and troubleshoot client systems and equipment remotely using a wide range of tools and platforms; document findings perform root cause analysis and coordinate resolution or escalation to ensure optimal system uptime and service quality.
- Conduct post-incident reviews and identify lessons learned and action items to prevent recurrence and improve service quality
- Recommend SOP improvements around both internal/client processes when inefficiencies are found
- Provide end-to-end support to the client including technical support and requesting an order or a technician to resolve their service issue
- Assist with administrative tasks for the Service Departments including contract review equipment list review general client/product reporting and account data review
- Evaluate and prioritize workload by client SLA and urgency
- Leverage multiple languages to support assigned clients through all communication channels and aid other teams as business needs arise
- Periodic verification of client devices with the purpose of detecting removing or reporting problems according to work procedures
- Other duties & projects as assigned
Requirements and Qualifications
- Preferred 1 year in a Customer Support Role
- Excellent communication and interpersonal skills
- Able to work independently and manage multiple tasks
- Strong work ethic and service skills
- Excellent organizational skills and attention to detail
- Ability to work through gray areas using critical thinking skills
Monday-Friday 3pm-11pm
Required Experience:
Unclear Seniority
Employment Type
Full-Time
