Build technical skills of Support Engineers by providing technical and Engineer mentoring.
Review Support Engineer open cases and provide technical guidance.
Conduct case review meetings at least once a week
Technical Talks- present at least one technical presentation once a month.
New Hire Ramp Up: Oversee New-Hire training and ramp up
Maintain a solid working relationship with MS Technical Advisors (TAs)
Partner with TMs to maintain healthy backlogs and idle cases
Documented Call Coaching on all Support Engineers for which a ST is responsible. With Team Managers direction, formulate action plans for Support Providers with poor Quality of Service surveys or poor technical skills.
Business Process Education: Guide Support Engineers on processes related to escalations, bugs, Knowledge Bases, Solution Objects, case documentation, call transfer, etc.
Manager Feedback: Provide individual Support Engineer assessment to Team Manager on monthly basis.
Responsible for making sure top five to ten (5-10) issues are identified and communicated to the appropriate sources.
Ongoing Quality of Service results analysis and corrective action plan development at the SE and team level.
Manage idle cases to target.
Manage open aging cases to target.
Consistent hands-on case wellness, recovery, and action planning with Senior Technicians, and Support Engineers.
Provide consulting and collaboration with other groups as needed.
Reduce number of repeat callers; measured by the calls handled to new case created by setting up follow up commitments and maintaining case ownership.
Insure the use of appropriate Ascent case documentation and closure templates for all customer types