Technical Support Specialist II
3 weeks ago
Technical Support Specialist II
Shift:24/7
Key Responsibilities:- Provide technical support to cross-functional teams with a high attention to detail
- Research, analyze, and document findings
- Influence others within the Technical Support team through the explanation of facts, policies, and practices
- Interact with partners to provide technical support via email, phone, chat, cases, and remote sessions
- Monitor backup, off-site, and critical service failure events
- Investigate and resolve reported failure incidents, escalating when necessary
- Act as the first point of contact for escalated support cases
- Maintain a knowledge base of our products and services and provide high-quality technical support to partners during each interaction
- Discuss partners' operational challenges and evaluate business data to identify areas of opportunity to help partners optimize their business strategies
- Identify and escalate trending issues and potential software defects to leadership and development
- Contribute to written articles for internal and external knowledge base
- Identify and escalate situations requiring urgent attention to appropriate teams
- Document partner interactions, troubleshooting, and results in a clear & concise manner and accurately report customer feedback to Engineering
- Handle assigned support cases
- Engage in the application of best practices per technical documentation and provide solutions based on a diagnosis of the problem
- Communicate new release features and improvements to our partners that better their experience
- Ability to work independently on projects and processes with general supervision
- Practical knowledge of applicable work area
- Ability to situationally adapt and understand new technology/processes as per business requirement
- Strong customer service skills
- Strong desire to help our partners and peers
- Strong written and verbal communication skills
- Strong sense of ownership and accountability
- Familiarity with backup technology
- Knowledge of virtualization and cloud technology
- Understanding of operating systems, such as Linux
- Interpersonal skills and willingness to work alongside multiple cross-functional teams
- Organized and strong attention to detail
- Bachelor's degree required in a related field or equivalent business experience
- 4+ years of related experience
- Experience working in a technical service-oriented position
- Preferred: Experience troubleshooting Windows and Linux servers
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