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Technical Support Escalation Analyst
2 months ago
firstPRO, Inc. is currently seeking candidates for the role of Application Support Escalation Specialist. This position is designed for individuals who excel in troubleshooting and resolving intricate challenges related to the company's software applications and products. This is a permanent, direct-hire opportunity that includes benefits and a flexible working arrangement.
Key Responsibilities
- Assist in addressing technical challenges escalated from Data Support Technicians.
- Support the replication and validation of product defects, communicating findings to the Research and Development team.
- Collaborate with Data Support and clients via phone and remote sessions to diagnose and resolve issues.
- Ensure prompt responses to client inquiries, adhering to Data Support service level agreements.
- Assist in the installation, deployment, and upgrading of CodeData solutions as required, under supervision.
- Help evaluate defect backlogs and prioritize tasks in conjunction with Product Management and Engineering teams.
- Contribute to the creation and implementation of support process documentation for the Knowledge Base.
- Assist in the development of training materials as requested by the Data Support Manager.
- Participate in conference calls for global escalations as necessary.
- Be available for occasional after-hours support to address global on-premise issues.
- Support logical troubleshooting of software problems to identify root causes and propose workarounds and solutions.
- Enhance analytical and problem-solving skills to aid in the resolution of complex production challenges.
Qualifications
- Bachelor's degree in Computer Science or a related field.
- 2-3+ years of experience in technical support is preferred.
- Basic knowledge of SQL or similar data access languages.
- Ability to cultivate effective working relationships with clients and support technicians, educating them on product development and advocating for their needs.
