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1 dia atrás
Job Title: Technical Support Professional Provide Tier 2 support to end users. Triage support queues and determine severity and ownership. Troubleshoot user access issues, workflow errors, data-entry problems, and general LOS usage questions. Communicate resolutions and recommended user actions clearly and professionally. Escalate advanced issues to senior support administrators. Responsibilities: End-User Support & Ticket Resolution: Support users with Tier 2 Encompass issues. Determine issue severity and ownership. Troubleshoot user access issues and workflow errors. Communicate solutions and next steps effectively. Escalate complex issues to senior support teams. Break-Fix / Kanban Support Workflow: Support break-fix processes outside standard release cycles. Perform light administrative updates to restore functionality. Assist in identifying recurring issues and contributing to root-cause analysis. User Access & System Readiness: Manage user onboarding, permissions, and profile setup. Develop and maintain job aids, knowledge-base articles, and support documentation. Collaborate on training communication for system changes. Testing & Release Support: Execute validation and testing for minor fixes and support-related updates. Support UAT with configuration or workflow clarification. Participate in release documentation and post-deployment validation. Collaboration & Mentorship: Work closely with Scrum Teams and enhancement-focused administrators. Collaborate with Product Owners, Engineering, and Support teams as needed. Mentor junior support staff on troubleshooting and support practices. Develop and maintain SOPs, KB articles, and documentation.
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