Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of calls online, without having to dispatch to service partners or desk side support technician.
Research, test and implement cost-effective technology, automation and digital solutions (e.g. Fluent Forms, open-source solutions) to improve workflows and efficiency.
Coordinate with customers and internal technical teams, including Development, Quality Assurance, Infrastructure, and other stakeholders, to escalate complex issues, provide detailed analysis and reproduction steps, and test and validate fixes, patches, and software updates.
Product Management & Innovation: Collect customer pain points, application challenges and market insights; provide voice-of-customer feedback to global innovation and strategic marketing teams; support new product development and validation projects.
Establish practical experience and implementation-readiness criteria for employee-facing initiatives and provide an independent assessment before major rollouts.
Provide AV setup, operation and teardown support on an as-needed basis within working hours for events, town halls, workshops and meetings across i3, BLOCK71 and Curie venues.
Work with server engineers to define APIs, data synchronization, and error handling, and integrate networking features, remote configuration, and analytics reporting.