What are the responsibilities and job description for the Triage Support Specialist position at Dexian?
Job Overview
This role is part of the Customer Response Squad and is responsible for providing technical assistance to customers during off-peak hours.
The successful candidate will be able to effectively communicate with customers, troubleshoot basic hardware issues, and escalate complex problems to the appropriate team members.
As a key member of the squad, you will be working closely with other teams to ensure seamless customer support and service delivery.
Responsibilities:
- Qualify and triage initial customer calls to determine the level of support required
- Offer operator-level solutions to diagnose and troubleshoot basic hardware issues
- Escalate complex issues to the appropriate level of support within other areas of the Customer Response or other Solution Delivery Squads
- Support general call inquiries, part order processing, and resolve customer inquiries regarding parts and service dispatch
