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Position Summary / Essence of the Role:

The essence of the Support Technician is to make clients happy.  Although “fixing problems” is a key component, the essence is more about managing the client’s expectations.  This role is the front lines and “face” of runbiz.  Support Technicians will interact with every client and touch every piece of technology.  Because of that, the Support Technician is a critical and important role at runbiz.  To achieve excellence in this role, the Support Technician will need to be passionate about communication with clients and solving technical issues.  They should be motivated by the fact that the customer is happy with the resolved issue along with the appropriate communications and expectations.  The Support Technician should take pride that the customer would want to call and speak to them to help solve their issue. 

The Support Technician also has the responsibility of identifying patterns and issues in our process and delivery.  They should put forth ideas to resolve recurring issues.  The Support Technician is also critical in maintaining the appropriate documentation.  While being the front-lines of runbiz, the Support Technician should have a close ear to what is happening at each client, and provide feedback to other service delivery areas about changes, concerns, and wins. 

Essential Roles and Responsibilities:

• Quickly set expectations on each ticket
• Quickly resolve reactive service issues
• Recommend best practices / automation
• Document all tasks in the ticket
• Maintain/update documentation in our documentation library
• Escalate tickets to appropriate resources when necessary

Expected Outcomes:

When the essence of the role is understood, and the roles and responsibilities are performed with discipline the outcomes below will be expected. 

Success in this role will be measured by the following:

• Clients value the support experience; they positively rate their experience.
• Exceeding the goals set forth in the runbiz Worldclass Dashboard
• Fewer than 10% of tickets escalated
• The Support Technician is growing in both technical knowledge and business acumen
• Client’s expectations are consistently managed in the support process, and issues are resolved quickly (resolution time)

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The essence of the Support Engineer is to exceed customers expectations while resolving reactive support tickets.  Although “fixing problems” is a key component, the essence is more about managing the customer’s expectations.  This role is the front lines and “face” of runbiz.  The Support Engineer will interact with customers and touch every piece of technology that we support.  Because of that, this role is a critical and important role at runbiz.  To achieve excellence, the Support Engineer will need to be passionate about communicating with customers and solving technical issues.  They should be motivated by the fact that the customer is happy with the resolved issue.  The Support Engineer should take pride that the customer would want to call and speak to them to help solve their issue. 

Essential Roles and Responsibilities:

• Solve more complex reactive support ticket issues
• Set expectations on each ticket & document all tasks in the ticket
• Quickly resolve reactive service issues
• Recommend best practices / automation
• Maintain/update documentation in our documentation library
• Escalate tickets to appropriate resources when necessary