Providing technical assistance to ISP (broadband) customers and helping to quickly resolve technical issues. Interface on technical escalations with Product Division Development Engineers, extending or qualifying the diagnostics that have been conducted on new products.
To work along with product/escalation teams on defect fixing and resolution as required. Provide technical support and technical training as appropriate. Individual in this role is expected to proactively identify issues and coordinate with escalation teams for timely fix. Contribute to effectively manage issues by following the problem management procedures embedded within the team.
Manage, own, and drive efforts on technical challenges to stabilize issues and closely work with subject matter experts on the same. Contribute to the Knowledge Base, where possible as a pre-emptive step in the resolution of potential customer issues.