DESCRIPTION

Systems Support Specialist

The Systems Support Specialist will act as an escalation point for client Subject Matter Experts, System Support Specialists act as the primary point of contact for client technical teams. Through a combination of technical investigation and troubleshooting, as well as collaborating with teams across D2L, the Systems Support Specialist will offer a world-class support experience for D2L Administrators with varying degrees of technical expertise across the Enterprise, Higher Education, and K-12 segments.In this role you will:

• Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues, effectively identifying and documenting the problems they are encountering.
• Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents.
• Identify and correct improperly configured installations.
• Replicate, diagnose, and resolve technical problems experienced by users, employing troubleshooting techniques to ensure prompt resolution.
• Create, update, and resolve support cases within defined Service Level Objectives.
• Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports.
• Create Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles.
• Participate in collaborative troubleshooting sessions to identify root causes of complex issues.

We are looking for someone who has:

Required Education and Experience

• Bachelor’s degree in computer science or equivalent technical experience.
• A minimum of 2 years of experience in IT, Business Analyst or closely related area.
• 6+ months of experience working with Microsoft SQL.
• Knowledge of front-end coding languages to include, but not limited to HTML, XML, CSS, and JavaScript.

Preferred Education and Experience

• Experience at ResultsCX or BPO industry.
• Experience working in a Helpdesk environment.
• LMS experience – user, administration, and/or support.
• Experience with Salesforce or any other ticketing system.

About ResultsCX:
ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.
Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.Physical Requirements

LI-Remot

• Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues, effectively identifying and documenting the problems they are encountering.
• Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents.
• Identify and correct improperly configured installations.
• Replicate, diagnose, and resolve technical problems experienced by users, employing troubleshooting techniques to ensure prompt resolution.
• Create, update, and resolve support cases within defined Service Level Objectives.
• Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports.
• Create Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles.
• Participate in collaborative troubleshooting sessions to identify root causes of complex issues