Organization/Department: Support Operations Center
Reports To: Technical Support Manager
NOTE: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Source’s relentless goal is to provide world-class support to enterprise IT customers & partners by creating undeniable client value. TS Engineers handle support cases for datacenters ranging from basic user issues to break/fix field event management using contracted resources.
Success requires responsiveness, disciplined self-direction, ability to effectively multi-task, follow-through, clear communication and skill to manage customer situations often under tight deadlines. Expect regular interaction with customers, team members, field engineers (FEs), sales associates and others. Focus is to resolve issues swiftly, professionally and with a keen sense of quality and the customer experience.
Source supports a broad, diverse set of customers. TS Engineers are responsible to develop a deep technical understanding of customer products and pursue excellence in executing all Source customer processes to meet their requirements. It is important to clearly document workflow activities as they occur, so customers are able to monitor case progress. Additionally, Source persistently pursues continuous improvement. Everyone is expected to strive for improvement individually and as a team.
3505 Newpoint Place
Lawrenceville, GA 30043