Technical Support Specialist

22 Jun 2024

Vacancy expired!

As a Technical Support Specialist you will be responsible for the technical analysis and troubleshooting of reported software problems which you will reproduce in a virtual environment and/or test lab. You will be the direct contact between our customers and the software developers. The provision of technical trainings to your colleagues internally as well as external and on-site/installation support complete the range of tasks. The fundamental purpose behind our technology is to help our customers to run their businesses better – with less cost, with more security and with better productivity. We are a fast moving and agile technology company with a team of We are inventing new and better ways to help companies get maximum value from their document process automation and increase their document security. Our core product is available on-premise as well as provided as SaaS. This role would be supporting both:

  • Triage customer reported issues and respond to them via ticketing system (Atlassian Service Desk), remote sessions, chat or phone
  • Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
  • Respond to user-reported issues in adherence to established Service Level Agreements
  • Document actions to effectively communicate information internally and to customers
  • Link between 3rd level support team and development, project team and QA department
  • Provide internal and external advanced technical trainings (optional)
  • Passion for customer service and teamwork

Key Relationships Internal and external:
  • Document Management Software 3rd Level Support (globally, English)

Performance Measures:
  • Customer satisfaction
  • Satisfaction with trainings delivered (optional)
  • Escalation quality to Development
  • Ticket resolution rate

Qualifications:
  • Excellent understanding of technical problems and their interrelation
  • Excellent troubleshooting skills and analytic thinking
  • Excellent knowledge of Microsoft operating systems (workstations and servers)
  • Good knowledge of network problem analysis
  • Extensive networking and OS related knowledge
  • SQL (language, DB servers)
  • Attention to details, fast learner and excellent verbal and written communication skills
  • Ability to effectively prioritize and execute tasks in a high-pressure and fast paced environment
  • Be able to translate technical information in a simplified, easy to understand manner
  • MAC: printing, administration, configuration, troubleshooting
  • Technical certifications
  • Proven capability to lead teams both internally and externally to deliver complex and technical projects
  • Successful design of complex software/hardware technology solutions in the printing environment
  • Drive & manage change
  • Exceptional customer service orientation
  • Self-managed and team oriented
  • Deadline and detail oriented
  • Flexibility for after-hours/weekend/on-call support
"We Engineer your success" Britech Group, Inc is a Technology Staffing Company who are experts in integrating exceptional people with top companies. Additional Job Openings- http://britechgroup.com

  • ID: #43480686
  • State: New York Melville 11747 Melville USA
  • City: Melville
  • Salary: Depends on Experience
  • Job type: Permanent
  • Showed: 2022-06-22
  • Deadline: 2022-08-20
  • Category: Et cetera