Quality Coach

12 Minutes ago • 2-4 Years

Education

Job Description

The Quality Coach provides Tier 1 and Tier 2 support, troubleshooting and resolving complex hardware/software, voice communication, and network issues. This role involves identifying root causes, communicating solutions to users, and supporting L1/L2 agents. Success requires strong problem-solving and analytical skills, typically with 2-4 years of experience and a high school diploma or equivalent, potentially with technical certification.

Must Have:

Provide Tier 1 and Tier 2 support
Troubleshoot and resolve complex issues
Support maintenance of hardware/software and applications
Assist with resolution of network, printing, and remote access issues
Identify root causes of problems
Communicate problem, resolution, and root cause information
Support L1 and L2 support agents
Utilize problem solving and analytical skills
High School Diploma or GED
2-4 years’ experience in area of responsibility

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What success looks like in this role:

Provides Tier 1 and Tier 2 support.
Troubleshoots and resolves complex issues including:
Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and
Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
Utilizes problem solving and analytical skills to effectively resolve challenging incidents.