Manages the development of training programs and materials including outlines, text, handouts, hands on exercises, and training evaluations. Determines training objectives by conducting analysis of overall needs and specific skill or knowledge gaps. Leads the design and delivery of technical training programs. Typically requires 0-2 years of related experience. Works on projects/matters of limited complexity in a support role. Typically requires a master's degree in library science. Supports and maintains the library's technology infrastructure and information retrieval tools. Obtains translations of literature as needed. Creates abstracts, bibliographies, and metadata to classify the information. Communicates with researchers to develop and maintain a broad knowledge and understanding of the organization's relevant topics and effectively target technical publications as information sources. Builds an extensive network of technical information resources and contacts from various sources like government agencies, universities, professional and industry associations to obtain the required information. View Technical Customer Support Team Leader Salaryĭevelops and maintains a collection of technical information and provides research and reference support to researchers, scientists, and engineers. Thorough knowledge of functional area under supervision. Typically requires 3 years experience in the related area as an individual contributor. Contributes to the development of processes and procedures. Supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Typically reports to a manager or head of a unit/department. May require a bachelor's degree or equivalent. Monitors work queues to ensure adequate coverage and to meet service level standards. Mentors and coaches team on troubleshooting, solution development, and customer communication best practices. Possesses broad knowledge of the organization's products and services, and extensive experience handling customer inquiries. Acts as first level escalation point for more complex or critical customer issues and inquiries. Leads a team that provides technical customer support for an organization's products and services.
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