(60%) Provide technical support to PulseCare technicians
- Provide on-demand support for Gate 1 technicians
- Escalate to Technical Specialist, if required
- Develop documentation, where applicable, to assist Gate 1 technicians
(30%) Execute daily responsibilities required to successfully administer the Franchise Services Program
- Manage the technical setup and logistics of an equipment staging center, including, but not limited to:
- Inventory management
- Reimaging of hard drives
- Staging of servers
- Escalate to Technical Specialist, if required
- Develop documentation, where applicable, to assist Gate 1 technicians
(10%) Support PulseCare by taking Gate 1 calls, when needed
- Without prompting, take Gate 1 calls to help reduce wait times
