Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what’s next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.
An individual contributor who provides expert post-sales support of software and/or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities Acts as the SME for complex issues and is the internal representative in critical escalations. Proactively reviews customer networks and determines where there may be issues by using multiple combined SW / HW components or cross multiple platforms using multiple protocols. Works with management and teams to implement. Displays expertise in industry protocols, solutions and customer situational management. Independently works on problems of diverse scope. May include mentoring lower-level engineers, project management. Need Solution Level Knowledge and a holistic approach to resolve customer issues.
Contribute significantly to client satisfaction and interface with clients with defined tasks. Customer communication and satisfaction are the highest priority.
Manage Service Request, Incident, Problem and Change Management requests remotely to Global Avaya Maintenance Service, Managed Service and Cloud accounts meeting SLA compliance.
Follow prescribed escalation policies to ensure customer outages are resolved with the appropriate time frames. Expected to be process oriented following ITIL practices.
Mentor team members based on skill and experience.
Understand Customer Accounts deeper and take ownership
Product Level Analysis for identifying Trends and take proactive Actions.
10 – 15 Years of Experience
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