Support Specialist

4 weeks ago

Sunnyvale, United States Russell Tobin Full time
Job DescriptionJob Description

Russell Tobin & Associates is currently seeking a Support Specialist to work for our client in the tech industry. Apply now for consideration

Contract: 1 Year

Location: Sunnyvale, CA

Pay Range: $30-36/hour DOE

Responsibilities:

  • Provide inputs to Customer Support’s technical training, agent knowledge base, help center articles and videos, and known issues creation during new product launches and sustaining.
  • Own technical support escalations via our established ticketing system.
  • Partner with Customer Support to optimize technical support escalation flows.
  • Act as a liaison between Customer Support and engineers.
  • As required, work through and own advanced Tier 3 customer related issues through to resolution.
  • Drive our consumer technical support strategy and establish process the optimizes for customer satisfaction.
  • Develop Standard Operating Procedure (SOP) through learnings gleaned from investigations and advanced issue resolutions.
  • Provide feedback on customer support training and quality improvements needed at vendor partner locations.
  • Compile and analyze Voice of the Customer reports.
  • Monitor and analyze tickets to report trending issues, prioritize issues, and communicate key takeaways to Engineering, Quality, Reliability, and cross-functional teams.
  • Actively participate in software and hardware dogfood to provide feedback from Customer Support and user’s perspective.
  • Communicate the impact of product changes during monthly software release to Customer Support.
  • Create Business Requirements Document (BRD) for tooling changes.


Requirements:

  • BS or MS degree in Technical Support or Customer Service.
  • 3+ years of experience in Technical Support or Customer Service serving consumers and Enterprise customers.
  • Experience in communicating technical content and analytical insights to audiences.
  • Experience in using data to influence direction.
  • Experience in driving results, motivate, and instill a sense of urgency in others.


Russell Tobin / Pride Global offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

#LI-BF1

Company DescriptionRussell Tobin is an equal-opportunity employer and values diversity in the workplace. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.Company DescriptionRussell Tobin is an equal-opportunity employer and values diversity in the workplace. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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