Technical Support Specialist

The Technical Support Specialist is the primary interface between clients and the internal development teams. You are responsible for handling support requests that have been routed for diagnosis and implementation while regularly updating internal and/or external customers. This role requires the ability to understand, research, troubleshoot and relay answers effectively. You must be a self-starter that embraces an ever changing and demanding environment. Strong interpersonal and customer service skills, and the wiliness to train and learn will be necessary.

PRIMARY DUTIES:

• Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration
• Monitoring of application system dashboards, alerts and alarms
• Take ownership of and resolve customers’ product issues via telephone, email, while meeting or exceeding contractual service level agreement (SLA) timeframes
• Reproduce technical problems, diagnose causes, identify temporary and interim-term solutions and communicate status updates to clients and internal management
• Document, route, track, escalate and update customers, on status of issues as required
• Communicate with development team on the analysis of software issues providing detail description of problems along with steps taken to analyze the problem
• Perform system testing as a final validation before release to customer
• Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents
• Provide support and guidance to client support organizations
• Perform other support and operational tasks as required - writing MOP (Methods of Procedures), RCA (Root Cause Analysis) etc.
• Participate in nightly and weekend on-call monitoring rotation for critical issues escalation

• BS/BA in related discipline or an equivalent combination of education and work-related experience required.
• 3+ years Tier 2/3 enterprise-level technical and application support experience preferred
• Candidates must have strong Linux and/or other UNIX skills in a business network environment.
• Good networking (TCP/IP, etc) skills are required.
• Proficient in SQL experience a plus.
• Strong ability to write SQL scripts and stored procedures a plus.
• An understanding of the role of Service Level Agreements (SLAs) within an IT environment.
• Sound analytical, organizational and planning skills and the ability to achieve multiple team and customer objectives independently and in a deadline-sensitive fashion
• Strong debugging and troubleshooting skills
• Outstanding communication skills, both verbal and written
• Ability to work independently but with a team-focused approach and quickly adapt to job requirements changing on an ad hoc basis
• Total commitment to quality and attention to detail
• Enthusiasm for product knowledge acquisition
• Other duties as needed or required
• Applicants must currently possess eligibility to work in the United States on an unrestricted basis (OPT/CPT do not qualify), * UNIX Command line: 2 years (Required)

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Flexible schedule, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance