Technical Support Specialist
Purpose: Responsible for first level technical support for services performed on behalf of Customer Service.
Analyzes technical problems and responds with quality solutions.
Documents, interprets and translates user needs and issues into functional requirements for system capabilities and reporting. Implement solutions to address issues.
Lead projects to improve efficiencies.
Preparing business summaries.
Creates scripts and executes CRP, Validation and regression testing.
Develops and maintains technical tables and code within applications that support business needs.
Provides technical/business process interface with EDI team.
Analyze and researches issues and make effective business decisions related to the deployment of system resources as well as developing solutions to resolve business issues.
Collaborates with representatives from cross-functional groups to identify and resolve business issues in a timely manner.
Provide feedback to training and compliance team to support business needs as required for major changes including new and updated systems, business policies and acquisitions along with day-today user needs.
Provides timely problem resolution and minimize impact on productivity.
Identifies training opportunities to enhance and improve user effectiveness.
Monitors developed reports, analyze and initiate appropriate actions.
Act as a SPOC for team and business partners about system support, creation and management of ITSM incidents and SOs.
Provide training as needed, testing enhancements, discuss process improvements.
Alcon is an Equal Opportunity Employer and participates in E-Verify. Alcon takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an email to email@example.com and let us know the nature of your request and your contact information. Equal Employment Opportunity Posters: If youd like to view a copy of the Alcons affirmative action plan or policy statement, please email firstname.lastname@example.org.
Sr Cust Serv Tech Support Spec
Bachelors degree or equivalent years of directly related experience(or high school +10 yrs; Assoc +6 yrs; M.S.+0 yrs)
The ability to fluently read, write, understand and communicate in English
2 years directly related experience
This is not an IT role- but prefers someone with SAP or EDI (electronic data interchange) experience
This person will need to have some technical sense- understand what is being explained to them- understand how our system works- take the information and then pass to IT...
Business background and a little technical- can flip back and forth
This is the service industry so needs to execute and bring solutions.....absorb information
Implement enhancements in the system and help customer service if there are system related issues...
Liaison with customer service and IT
Some shift work- 7-4 and 1 day 10-7 (will work from him this day)
Fort Worth, TX
NON-NVS AL COMMERCIAL NA
Alcon Vision, LLC.
Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status.