DESCRIPTION

The Technical Support Specialist is a high-visibility role on a vital team focused on delivering exceptional customer service to the EIS client base. Tasked with initiating proactive measures that result in decreased case volume and resolution time, the Technical Support Specialist provides feedback and support to Engineers and Developers – and then back to the client. They are the ultimate team player. The Technical Support Specialist also plays a key role in maintaining the customer relationship and acts as an escalation point for production environment issues. Acting as an incident commander when critical situations arise, the Technical Support Specialist provides steady guidance to bring problems to quick resolution.
Lastly, the Technical Support Specialist ensures correct configuration of the Support tech stack, adoption and ongoing usage. The Technical Support Specialist is focused on engaging directly with internal and external customers to understand their needs, guiding them in successful use of the support software and advocating for process and product enhancements that improve the overall customer experience and system optimization.

SKILLS, KNOWLEDGE & EXPERTISE

• 3 years of Technical Help Desk, Technical Support, Application Support, Production Support or related title of SaaS or complex software application or CRM solutions.
• Experience consuming and resolving work through ticketing systems.
• Ability to remain calm, composed and articulate when dealing with tough customer situations.
• Exceptional level of ownership, dependability, and accountability.
• Possesses a hunger for knowledge - always wants to learn more and do better.
• Active listener, always looking to establish a strong working relationship with the customer while working toward resolution.
• Collaborates easily across teams or disciplines to solve problems.
• Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person.)

TECHNICAL SKILLS

• Bring your experience with the admin side of the Support tech stack or related tools. We use Zendesk, Zapier, Jira, JSM, Datadog and similar tools/technologies. Bonus points if you’ve started a trial and know the basics.
• Experience supporting users in a mixed OS environment with strong experience with Windows and macOS management
• Basic TCP/IP , OSI, VPN, RDP , and other networking technologies knowledge helpful
• Experience with Google Workplace, Slack, and Atlassian products is a plus.

• Working in tandem with SupportOps leadership to identify operational gaps and predict possible downtime or contributors to SLA breach
• Assisting with the design, development, rollout and maintenance of support tooling and workflows within support domain
• Onboarding teams and customers to SupportOps services as well as maintaining training and knowledge sharing for support domain
• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution. Drives other teams as needed.
• Advocate on behalf of the customer and collaborate with internal teams to identify Customer experience, service, product and process improvements that enhance and support EIS’s value proposition and customer engagement.
• Act as incident commander and guide on-call resources to provide timely workarounds and issue resolution