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Technical Escalation Analyst
2 months ago
Position Overview
This position plays a crucial role in facilitating the escalation process within the Data Support division for CodeData applications. The Application Escalation Support Specialist is responsible for assisting in the diagnosis and resolution of intricate issues under the mentorship of experienced personnel. This role necessitates close collaboration with Technical Support, Sales Engineers, and Research & Development teams.
Key Responsibilities
- Assist in managing technical challenges escalated from Data Support Technicians.
- Support the replication and validation of product defects, documenting findings for the R&D team.
- Engage with Data Support and clients via phone and remote sessions to troubleshoot and resolve issues effectively.
- Ensure prompt responses to customer inquiries, adhering to Data Support service standards.
- Assist in the installation, deployment, and upgrading of CodeData solutions as required, under supervision.
- Contribute to reviewing defect backlogs and prioritizing tasks in collaboration with Product Management and Engineering teams.
- Participate in the development and implementation of support process documentation for the Knowledge Base.
- Assist in the creation of training materials as requested by the Data Support Manager.
- Join 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 issues to identify root causes and propose workarounds and solutions.
- Enhance analytical and problem-solving skills to aid in resolving complex production challenges.
Qualifications
- Bachelor's degree in Computer Science or a related field.
- 2-3+ years of experience in technical support is preferred.
- A strong desire to learn and advance into a senior support role.
Skills and Competencies
- Excellent customer-facing skills, capable of participating in issue resolution discussions.
- Ability to foster working relationships with clients and support technicians, educating them on product development and advocating for their needs.
- Basic understanding of networking, wireless (Wi-Fi), and data transmission protocols and technologies.
- Familiarity with on-premise infrastructure, including IIS, network configurations, system administration, Active Directory (AD), and port binding.
- Capacity to manage multiple priorities and complex issues.
- Basic experience in setting up and managing virtualization environments.
- Basic proficiency in SQL or similar data access languages.
- Experience in providing training, mentoring, and documentation on software troubleshooting techniques and tools is advantageous.
- Self-motivated and driven to achieve success.
