Technical Support Specialist

2 weeks ago


Windsor, United States CareerBuilder Full time

Purpose: The purpose of the Technical Support Specialist is to provide complete technical support to resolve customer issues in a professional and timely manner. The Technical Support Specialist will interface with the sales, development, service and other support team members and should be a key contributor in a small company environment with the ability to get the job done in a timely manner.
Essential Duties and Responsibilities:
Provide Tier I support to NEW customers during on-boarding process where necessary.
Primary role is to provide Tier II support for existing customers in production.
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
Gather customers information and determine the issue by evaluating and analyzing the symptoms and input into the system.
Diagnose and resolve technical hardware and software issues; Follow standard processes and escalation procedures.
Create knowledge sharing presentations and documentation to help customers, developers, and implementation teams understand and leverage the systems capabilities.
Interface between customers, and application development teams.
Help developers leverage infrastructure, application and cloud platform features and functionality and participate in code and design reviews.
Learn on the job and explore new technologies with minimal supervision; Stay current with hardware and software offerings.
Follow up and schedule call backs to the customer when necessary.
Perform related duties as assigned, within the scope of the role.
Education and/or Work Experience Requirements:
BS/MS in Computer Science or equivalent experience.
5+ years experience with at least 2 years of technical support of SaaS products.
Understanding of workforce management or time and attendance.
Working knowledge of both Unix/Linux and Windows operating systems, Command Line Tools, Java Application Server Administration and installation (Glassfish, Weblogic, and Tomcat).
Knowledge of Network infrastructure and applications.
Understanding of protocols/technologies like HTTP, SSL, JDBC, Servlet/JSP, SQL, HTML, XML.
Clear written and verbal communication skills; Effective listening skills; Multi-lingual (A plus but not required).
Willingness to co-operate with others and work to the greater good.

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