Receive phone calls, chats, emails, web inquiries and acknowledge within defined SLAs ï§ Verify and update contact information ï§ Entitlement management and enforcement ï§ Create case for incoming inquiry if customer has required entitlement. ï§ Resolve simple script driven cases ï§ Forward/Handle material/service/training requests to relevant regional teams ï§ Forward technical cases to the relevant Local / Regional Level 2/ Technical Success Manager / Solution Support team(s) ï§ Pro\-actively and on\-demand, schedule services based on entitlements ï§ Other administrative / ad\-hoc activities: Customer Surveys. ï§ Perform other job\-related duties and special projects as assigned. ï§ Preparation of Power point presentations ï§ Reporting of customer support utilization, customer support operations ï§ Collaboration within and across teams.
