Work to understand the customer engagement process and with engineer directly to gather inputs on symptoms
Provide consulting, resolution advice to Delivery Partner that will improve the customer experience. Offer technical guidance to others and share technical expertise.
Ensure on-the-ground Delivery Partner engineer support related to resolution of customers technical issues. Assist in customer escalations and help solve complex technical problems.
Proactively perform case reviews and customer wellness. Recommend case escalation as appropriate and per established guidelines.
Monitor and evaluate Delivery Partner performance and technical readiness and evaluate and contribute to improvement in Delivery Partner support engineer quality.
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