Technical Support Specialist

The Senior Technical Support Specialist role is responsible for the on- going management of customer issues and success. They’re responsible for managing bugs and escalated issues, with the ability to give the customer confidence that their issues will be resolved in a timely manner. They are a part of the ‘Technical Support’ sub- team within the Technology Organization, providing technical support expertise and mentorship to other team members. This senior role is the critical front- line link between our Customers and the Engineering and Project Delivery Teams to ensure our Customers are successful and can realize the benefits from their Skedulo implementation.
RESPONSIBILITIES
Troubleshooting and Customer Communication

Fully understand support SLAs and contracted response/resolution times for both standard support and paid premium tiers
Liaise directly with customers, including high level customer stakeholders
Act as an escalation point for customers to expedite delivery of bug fixes and resolutions
Help minimize customer churn through education, support, coaching and influencing
Provide extensive knowledge and experience in the product to resolve issues when liaising with customers and internal team members
Provide leadership as a subject matter expert for Core product bugs and issues, customisation, and CX delivery issues
Deliver world- class end to end support for Skedulo customers by being responsive and tailoring each technical response
Act as a subject matter expert and mentor for internal troubleshooting methods and tools
Lead with a sense of urgency in triaging
Understand and discuss technical issues with engineering/development staff and translate this to layman&039;s terms for the customer
Administer ticket management systems and support focused tools (Zendesk, and logging tools)

Mentorship and Thought Leadership

Identify process improvement and drive positive innovation and process change
Mentor other tech support staff and encourage collaboration around process improvement
Lead and promote incident and problem management processes including Post Incident Reviews and ITIL methodologies
Administer ticket management systems and support focused tools (Zendesk, and logging tools)

Internal Product and Team Communication/Collaboration

Mentor staff on process and procedures as well as team communication and collaboration
Develop a complete understanding of the Skedulo products and working knowledge of complementary products and services.
Act as a liaison between product management, CX, and the customer
Proven ability in creating a culture of inclusivity within a team

Yêu cầu công việc

DESIRED SKILLS/EXPERIENCE

Enjoys problem solving while learning, developing, and applying new skills along the way.
Prior experience working with offshore and distributed teams
Working knowledge in Atlassian Suite, JIRA, Confluence and Service Cloud.
Proven teamwork ethic.
Proven ability to learn new products, develop technical knowledge, and apply new skills in a high paced environment.
A Bachelor’s Degree in software development or engineering is a plus.
Salesforce Administrator and Developer certifications a big plus

We encourage you to apply
If you read through the requirements as a checklist and haven’t ticked every box, please don’t rule yourself out just yet. We’ve seen the research that women and other people in underrepresented groups tend to only apply when the checklist is all ticks and no crosses. Don’t self reject!

Team Offsites
Our team works hard but also plays hard; we will challenge your best table tennis and PS4 skills
12 days of paid holiday per year
Flextime- 3 days in the office & 2 days working from home
Kitchen stocked with snacks & drinks
Paid Parental Leave for both carers
Employee Referral Bonus
3 Paid Volunteer Days per year
Our offices have creative, open workspaces with room to play, reflect, and relax
7 paid sick days per year
Annual health check- up
Fun, creative, and fast- paced working environment
Learning & Development Stipend
Working from Home Stipend
4 weeks paid leave per year
Medical Benefits for employees, spouses, and children
Mental Health Support/Resources through Modern Health
Equity in the form of SARS (Stock Appreciation Rights)

Cập nhật gần nhất lúc: 2024-03-06 05:35:39