Advanced Technical Support Agent - Remote/Bilingual

-Escalates more complex customer technical issues to senior level support -Resolves complex issues forwarded by technicians or peers (e.g. executive technical escalations) -Solves problems for customers with challenging expectations (often escalated or irate) -Maintains/builds relationships with other groups that impact the technical aspect for phone support (e.g. tool content teams, product group) -Participates with managers to determine focus areas for technical improvements. (e.g. establishes targeted mentoring programs, consults on incentives related to technical performance) -Excels at tolerance for processes and people -Excels at recognizing internal and external customer's needs and expectations -Cooperates and collaborates with colleagues, cross-functionally, to support the sales process Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. -Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions