• Understand components of the PASE program (guidelines, components and calculations). • Access pertinent GM information via computer or personnel to properly understand and document the client’s situation and / or question. • Analyze and process Dealer RIM Purchase Loyalty and to approve or deny adjustments. • Ask probing questions to understand the situation and answer and/or direct appropriately. • Perform cursory investigation to identify and resolve questions & potential issues. • Direct more complex inquires to the proper area and documents for further investigation and then performs the follow up with the client. • Recognize and record suspicious activity related to PASE. • Work with the RIM Help Desk regarding RIM Compliance.

• Técnico de atención en primer contacto tanto telefónica como web.

• Deep-dive analysis of TechLive platform, devices, ScanLink workflows, WatchRTC telemetry, and NinjaOne diagnostics. • Troubleshoot workflow, imaging, and device-level issues beyond L1 scope. • Validate network/firewall prerequisites, connectivity, and data flows. • Perform diagnostics: log analysis, workflow validation, error tracebacks. • Escalate to L4 for software defects, CI/CD issues, cloud outages, and security incidents. • Author/update SOPs, KB articles, and runbooks. • Participate in RCA reviews and problem management.

• Provides 1st level technical support of CSG products to post production customers by resolving technical issues with customers evaluating and researching the issue and/or performing incident isolation, resolution and follow-up. • Responsible for customer ticket management, customer escalations, meeting SLA requirements and customer reporting. • Performs in-depth troubleshooting and analysis on L1 call types, with a focus on resolving issues within the services desk (e.g. - completing programmatic fixes) • Coordinates with/escalates to operational and programming teams to aide in further triaging of issues – including pulling together internal and external bridges for additional triage as needed • Owns and manages external customer incidents for the entire lifecycle of the incident - regardless of priority • Maintains contact with the customer throughout the entire incident lifecycle, communicating status and resolution to ensure customer satisfaction • Gathers incident details and records those details in the tracking system – including incident description and customer information, component of the product or services affected, business impacts, workflow and subsequent severity level • Escalates customer incidents when unable to resolve within the service desk. • Supports customers per the details contained in the customer maintenance and support contracts • Maintains a high level of customer satisfaction through professionalism; timely response and resolution of issues • Ensure compliance with SLAs and OLAs • Works in different business times and on-call 24hs / 7 days.