MAS Tech Services Technical Consultant

Real time floor support for process and product queries Perform call evaluations and technical coaching Follow through on complex and escalated dispatch/cases from the defined escalation parameters Provide trending analysis on call and case management, top driver for failure in meeting SLA, and product knowledge transfer.Proven proficiency in prioritizing critical client issues and managing workflow. Consistently contributes to identifying best practices and acts in a mentor capacity within service support teams to drive success of new and developing associates Can influence business leaders to proactively address technology challenges Understands current technical know hows as well as involved in improving processes and procedures