Job Description
Role Responsibilities
Provide deep, analytical troubleshooting for complex tech issues, within defined SLA.Work closely with Internal operations /content team to provide resolution to escalated tickets.Review and escalate bugs and defects, collaborating with development teams to support resolutions.Maintain strong customer rapport and excellent, timely communication.Contribute to documentation to build Coates knowledge base.Proactively stay up to date with all the latest technologies concerning Coates products and the underlying technologiesTest and maintain Hardware devices (basic assembly, SSD, and RAM replacement), OS/software installation, manufacturer warranty application, etc.Develop manuals and knowledge articles for internal/external use.Participate and contribute in process improvement discussions.Perform network troubleshooting to make sure all HW is up to date.