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Support Team Leader

Your TMW Systems Career Path

5+ years increasingly complex support experience with Windows 2000/2003 Server

Must have a successful promotion evaluation from team leader and management

TMWSuite- Support

Characteristics evaluated:

Passion for work and strong work ethic

Strong negotiation skills

Strong prioritization and organization skills

Strong technical skills

Leadership abilities to hire, train, and supervise

Strong communication skills

Product Leader

Senior Support Analyst

Tasks of Product Leader:

Must spend 18 months as a Client Support Analyst

Organize monthly meetings with team members and a representative from Doc, Dev, QA, and other support teams

Must pass with 80% or greater- Back Office Cert, .Net Ops and SQL (Beginner and Advanced)

Work with Documentation to ensure product docs are up to date

And/or

3 Electives

Conduct semi-annual training for the team and training for all new team members

Black Belt Rating

Product Lead

Present at Transforum

3 minors they support

Review PTS list with development and ensure items are being scheduled

Teach TMWU or TMW Learning Session

3 client visits

Each team will have a SME for major product lines

Client Support Analyst

Minimum Requirements

Position Accountability

2+ years providing technical customer support in the configuration and troubleshooting of Windows 2000/2003/XP, SQL 2000 Server, Mircosoft Terminal server

Provide post software implementation support, upgrades, and resolution of technical issues on TMW Systems software and trains users in new or existing functionality

Experience with managing high priority technical issues, time management, and prioritization

Adheres to and assists in standard operating procedures

College degree or an equivalent combination of education and experience

Work with Team Leader and other TMW personnel to ensure appropriate resources are assigned to respond to each issue

Ability to relate to customers with varying levels of technical skills, excellent phone skills, patience, and outstanding follow up ability

Performs follow-up communication with customers and records all correspondence into automated tracking system to ensure at least a 95% in customer satisfaction

Experience of knowledge of a wide variety of technologies (routers, firewalls, DNS, SMTP, ssh, VPN, HL7, wireless networking, telephony, Citrix

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