Customer Support Associate II

3 days ago

Austin, Texas, United States SparkCognition Full time
Customer Support Associate II

SparkCognition is seeking a highly skilled Customer Support Associate II to join our team. As a key member of our support team, you will be responsible for resolving complex customer issues with a high level of tact and understanding.

Key Responsibilities:

  • Provide exceptional customer service while responding to tickets, email, and all requests for technical support using Salesforce.
  • Conduct basic troubleshooting using standard guides/questionnaires to resolve issues and meet customer satisfaction metrics.
  • Collect customer troubleshooting data as needed.
  • Conduct customer phone calls as needed for troubleshooting.
  • Solve common problems such as installation and desktop setup issues.
  • Provide standard customer support and satisfaction metrics and ensure daily support team overlap communication.
  • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.
  • Work in a fast-paced, collaborative environment to support deployment, integration, and maintenance of SparkCognition software products.
  • Manage a diverse and complex scope of support issues directly related to the use, support, and implementation of SparkCognition products and solutions.
  • Effectively interact with the engineering teams to provide solutions to complex technical issues.
  • Share best practices with other team members to enhance the quality and efficiency of support.
  • Maintain and expand working knowledge of SparkCognition products as well as their integration and methods of support delivery.

Requirements:

  • A minimum of 2+ years of related experience or college degree.
  • Software and/or hardware firewall implementation and management.
  • Endpoint security experience, troubleshooting, including design, implementation, and management.
  • Microsoft Windows, macOS, Linux, including the ability to troubleshoot services, applications, and drivers.
  • Familiar with SSL communication and other encryption technologies.
  • Troubleshooting client/server applications.
  • Some experience with Microsoft SQL, connection, and simple queries.
  • Some experience with Python and/or other programming languages and concepts.
  • Ability to communicate effectively both verbally and in writing.
  • Security network and systems related professional certifications are a plus.
  • Able to debug problems and deliver solutions with a high level of customer satisfaction.
  • Ability to work through complex problems and isolate core issues, combined with superb troubleshooting logic.
  • Excellent time management skills.
  • Ability to present to small groups of technical individuals.
  • Enjoys problem-solving and displays an eagerness to learn new technologies/skills.

Nice to Have:

  • Experience with virtualization environments (VMware, AWS, Azure).
  • Security (including anti-malware) tools, technologies, and processes.

SparkCognition is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. SparkCognition prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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