Technical Support Specialist
2 days ago
We are seeking an experienced Technical Support Specialist to join our team at Elsevier. As a key member of our support team, you will be responsible for providing timely resolutions to production support escalations, ensuring seamless operations for our users.
About the Role:
The ideal candidate will have a proven track record in technical support, with expertise in software development methodologies (e.g., Agile, Waterfall) and relevant agile ceremonies. They will possess exceptional communication and documentation skills, with the ability to synthesize risks and opportunities for mitigation. Our Technical Support Specialist will work closely with tech teams to review and triage tickets, manage customer escalations, monitor process fidelity, and recommend improvements.
About the Team:
We are a global leader in information and analytics, helping researchers and healthcare professionals advance science and improve health outcomes. Our team is passionate about harnessing innovative technologies to support science and healthcare, and we're committed to making a positive impact on the world.
Responsibilities:
- Act as the primary point of contact for institutional escalations related to production support.
- Review and triage incoming production tickets, ensuring proper assignment to the appropriate products and squads.
- Collaborate with engineering squads to actively manage and resolve customer escalated tickets efficiently.
- Conduct daily monitoring of process fidelity on production tickets, identifying gaps and ensuring adherence to best practices and established SLAs.
- Anticipate and identify barriers to process adherence, recommending iterations to enhance squad engagement.
- Monitor progress against success metrics, escalating risks and issues during Triage team retrospective.
- Be proficient in Jira and Confluence for ticket management and documentation.
- Have an understanding of software development methodologies (e.g., Agile, Waterfall) and relevant agile ceremonies.
- Show proven problem-solving skills involving coordination and resource management with internal and external technology resources for complex project issues.
- Have exceptional communication and documentation abilities.
- Foster innovation by encouraging new ideas from staff and promoting accountability among stakeholders.
- Be proficient in data analysis and reporting tools such as EazyBI, PowerBI, or Tableau.
- Have experience in the development, quality management, or maintenance of large-scale technology offerings.
- Have technical Support experience including dealing with customers directly and diagnosing & troubleshooting complex technical issues.
- An estimated salary range of $85,000 - $110,000 per year, depending on location and experience.
- A comprehensive benefits package, including medical, dental, and vision coverage.
- Generous retirement savings plan, including 401(k) matching.
- Flexible work arrangements, including remote work options.
- Ongoing training and professional development opportunities.
We are a global company with a passion for making a positive impact on the world. Our mission is to harness innovative technologies to support science and healthcare, and we're committed to fostering a culture of collaboration, innovation, and excellence.
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