Source description
About the role
Technical Lead
Zurich, Switzerland
Contract Role
Standard Rate
Mandatory Skills - Adobe AEM
Role Purpose
The purpose of the role is to support process delivery byensuring daily performance of the Production Specialists, resolvetechnical escalations and develop technical capability within theProduction Specialists.
Functional Competencies/ Skill
Process Knowledge – Knowledge of assigned process, tools andsystems – Competent
Handle technical escalations through effective diagnosis andtroubleshooting of client queries
Manage and resolve technical roadblocks/ escalations as per SLAand quality requirements
If unable to resolve the issues, timely escalate the issues toTA & SES
Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
Troubleshoot all client queries in a user-friendly, courteousand professional manner
Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract SLA’s
Job type: Contract Division: Darwin Rhodes Switzerland Reference: 22-04623
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