Technical Support Specialist

2 tygodni temu

Kraków, Lesser Poland Telestream, LLC Pełny etat

Job Description

The Technical Solutions Specialist is a critical role within Telestream, responsible for issue tracking, advanced troubleshooting of cloud and on-prem solutions, escalation, and resolution while maintaining clear communication with impacted customers. This may include ServiceCloud, phone, email, or teleconferencing. Advanced duties may involve database queries/scripts, recreating issues in lab environments, working with development and 3rd Party hardware/software vendors to identify solutions, and more.

Responsibilities

  • Responsible for triage, troubleshooting, customer and internal communication, problem resolution, and customer escalation through root cause analysis if necessary.
  • Assist other teammates as needed to collaborate on resolutions.
  • Write and maintain documentation concerning support processes, internal tools, and scripts, including training material.
  • Communicate customer needs internally to immediate management, Sales/Professional Services, product, and Development Groups.
  • Communicate with customers throughout the case lifecycle and initiate customer call backs after problem resolution to ensure customer satisfaction.
  • Participate in on-call rotation for off-hour support and rotating shifts to staff 24x7 global support model. Ability to participate in on-call rotation is a must.
  • Assist in identifying application hardware/software failures that can be addressed through patches, upgrades, configuration changes, solution redesign, and software development (bug reporting and solution implementation).
  • Responsible for SLA adherence in terms of first response and resolution times to ensure service objectives are met.
  • Create engineering tickets for bugs while maintaining ownership of the ticket from start to finish to ensure customer satisfaction.

Requirements

  • Bachelor's degree in computer sciences or related field of study or equivalent combination of education and experience.
  • 2+ years' experience in Information Technology and/or Software Support.
  • Excellent communication skills both verbal and written.
  • Experience supporting cloud and on-prem solutions with an emphasis on cloud.
  • Excellent interpersonal skills and a collaborative style.
  • Demonstrated commitment to high professional ethical standards and a diverse workplace.
  • Proven technical and analytical skills.
  • Ability to understand complex workflows across multiple servers and mediums.
  • Solid experience in problem analysis and resolution of software problems.
  • Proven ability to function in a self-directed environment.

Desired Qualifications

  • Ability to manage multiple tasks and priorities.
  • Persuasive with details and facts, skill for setting customer expectations.
  • High comfort level working in a diverse, rapidly changing customer service environment.
  • Candidate must be able to work within a flexible team and independently with minimal management oversight.

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