Technical Support Specialist

Job Description

• Configuration and Troubleshooting:
  • Investigate and troubleshoot system and configuration issues raised by customers or impacting customers.
  • Provide assistance to existing customers at critical times of the year. May support multiple products and technology.
  • Advise and assist customers in maintaining their use and configuration of the software solution(s).
  • Configure the system as per defined requirements using the software user interface.
• Collaboration:
  • Collaborate with other team members on complex issues/requirements.
  • Coach new team members.
  • Participate in brainstorming sessions and contribute with creative ideas.
• Other responsibilities:
  • Attend customer meetings and calls as and when required.
  • Provide training to customers on existing functionality.
  • Perform additional duties as needed.

Responsibilities

Role and responsibilities


Configuration and Troubleshooting:

• Monitor incoming Freshdesk tickets and respond within SLA or according to other guidance lines provided.

• Investigate and troubleshoot system and configuration issues raised by customers via the Freshdesk ticketing system or impacting customers.

• Additionally, provide assistance to existing customers at critical times of the year. May support multiple products and technology.

• Advise and assist customers in maintaining their use and configuration of the software solution(s).

• Configure the system as per defined requirements using the software user interface (depending on the product(s) supported).

• Build and maintain custom forms, update integrations and data aggregation, often using SQL scripts and XML ((depending on the product(s) supported).

• Interface with global customers

• May be assigned as a dedicated representative for specific customers' accounts (depending on the product)

Collaboration:

• Collaborate with other team members on complex issues/requirements.

• Coach new team members.

• Participate in brainstorming sessions and contribute with creative ideas.

• Escalate to T3 when needed (see more details in the escalation section below).

Other responsibilities:

• Attend customer meetings and calls as and when required.

• Provide quick training to customers on existing functionality.

• Perform additional duties as needed.

Qualifications

• Education at degree level or equivalent work experience. Bachelor's degree in computer science, Information Technology, or related technical discipline preferred. Education at degree level in engineering may be required.
• Minimum three (3) years of experience in software troubleshooting, technical support, or relevant experience.
• Experience interfacing with external (and global) customers.
• Experience working to effectively troubleshoot, and problem solve. This includes being able to work independently to analyze the situation, identify obstacles, obtain key pieces of information, and apply knowledge gained to rectify situations and gain mutual resolution.
• Ability to learn new technologies while maintaining high levels of performance in a high-pressure environment.
• Strong communication skills, both written and verbal.
• Fluent English is essential and additional languages beneficial (e.g. German, French, Spanish, Japanese, Chinese)
• Ability to build and maintain relationships with customers.
• Change mindset: contribute to and actively participate in change initiatives, offer ideas for continuous improvement.

Preferred Skills:

• Previous experience working in a global team with distributed workforce is desirable.
• Industry knowledge in Health, Learning, Compliance, Sustainability and/or Renewables is a plus.

Total Rewards: We understand compensation is an important factor as you consider the next step in your career. The estimated salary range for this position is $76,000 to $95,000 and is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors. This position is eligible for annual bonus compensation with a target payout of 10% of the base salary. This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).

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