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Escalation Application Specialist
4 weeks ago
This role supports the escalation process within the Data Support group for CodeData applications. The Associate Escalation Application Specialist assists in troubleshooting and resolving complex issues under the guidance of senior staff. This position collaborates closely with Technical Support, Sales Engineers, and R&D.
- Essential FunctionsAssist in handling technical issues escalated from Data Support Technicians.
- Support the reproduction and confirmation of product defects, reporting them to the R&D team.
- Work with Data Support and customers over the phone and remote sessions to troubleshoot and resolve issues.
- Ensure timely response to customer inquiries, meeting Data Support service levels.
- Aid in installing / deploying /upgrading CodeData solutions as needed, with supervision.
- Help review defect backlogs and prioritize work with Product Management and Engineering teams.
- Contribute to developing and implementing support process documents for the Knowledge Base.
- Assist in creating training materials as requested by Data Support Manager
- Participate in conference bridges for global escalations as needed,
- Ability to work occasional after-hours to support global on premise issues
- Support logical troubleshooting of software issues to determine root causes and suggest workarounds and solutions.
- Develop strong analytical and problem-solving skills to assist in resolving complex production issues.
- Required/Preferred Education And ExperienceBachelor’s degree in Computer Science or a relevant field
- 2-3+ years of technical support experience preferred
- Desire to learn and grow into a senior support role
- Knowledge, Skills And AbilitiesStrong customer-facing skills, with the ability to participate in issue resolution calls.
- Ability to build working relationships with customers and support technicians, educating them on product development and advocating their needs.
- Basic understanding of networking & Wireless (Wi-Fi) and data transmission protocols & technologies.
- Familiarity with on-premise infrastructure, including IIS, network configurations, system administration, Active Directory (AD), and port binding.
- Ability to handle multiple priorities and complex issues.
- Basic experience with setting up and managing virtualization environments.
- Basic proficiency in SQL or comparable data access languages
- Experience providing training, mentoring, and documentation on software troubleshooting techniques and tools is a plus.
- Self-motivated and driven to succeed
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