1 jobs found in marlborough

Support Center Analyst Answers inbound calls from customers under contract with hardware and software issues. Delivers a high quality and consistently positive customer experience using required standards. This includes gathering the needed information from the customer and/or the Field Engineer in order to determine entitlement of the customer. The person will enter all necessary information into system (Fieldpoint) and notifying the Field Engineer about the customer issue. Responsibility for ownership of the call until completion. Unfailing follow up until agreed upon resolution for all assigned calls. What you'll be doing: • Answers incoming calls and enters information into Fieldpoint to open new service calls. • Determines entitlement of existing and new customers. Researches entitlement of equipment to determine plan of action. • Works closely with over fifty (50+) field engineers, communicating customer problem and tracking of all steps until resolution. • Backs up team...