Respond to assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives.
Establish solid foundational knowledge of all Episerver products and develop expertise in one or more areas.
Learn fundamental operations of commonly used software, hardware, and other equipment.
Follow standard departmental operating procedures; including accurately logging and updating all service tickets using the defined tracking software and utilizing handover and escalation processes.
Follow-up and investigate all unresolved tickets including reproducing issues and collaborating with internal experts
Lead and facilitate conference calls and online sessions with customers and partners where required to more efficiently resolve and complete service tickets.
Effectively prioritize and manage individual service ticket queues
Individually contribute to the team’s meeting or exceeding service KPIs.
Participate in regularly scheduled handover and triage meetings.
Complete assigned training and adhere to compliance requirements.
Embrace and promote continuous improvement efforts while providing feedback and input.
Flexibility to be on call outside of standard business hours
Contribute valuable and pertinent information to EPiServer’s knowledge base.

Knowledge and Experience

Education