**Worker Type**

Regular

**Job Description**

Summary

The Customer Service Technician Lead – Operations Action Center optimizes and maintains world‑class customer-facing standard procedures for technical and operational support requests. This position reports directly to the Customer Service Sr. Manager, Operations Action Center, and works closely with Product Line Management, Program Management, Product Engineering, and Field Operations to ensure that customers receive accurate, current technical and operational answers in accordance with standards, publications, and training.

Responsibilities include responding to international client inquiries via phone, email, and live chat; diagnosing and troubleshooting hardware, software, and network issues; and collaborating with product and engineering teams to resolve complex problems. Consistently documenting issues and resolutions, providing clear training and guidance to clients on product usage a...