Technical Support Specialist
4 weeks ago
APN Consulting is seeking a highly skilled Technical Support Analyst to join our team. As a Technical Support Analyst, you will be responsible for providing level 3 technical support to our clients using TeamSupport.
Key Responsibilities:- Partner with Level 1 Support to manage, troubleshoot, and resolve complex product or performance issues with the platform.
- Provide Tier 3 expertise on application-related product issues.
- Field incoming problem tickets from end-users to resolve application issues, and assign to the appropriate development teams.
- Work internally with IT teams to ensure all demo sites and applications are up-to-date and accessible.
- Update training materials and process documentation based on support data.
- Provide guidance to individual users to prepare them for workflow demos.
- Document all pertinent end-user information related to the issue.
- Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
- Record, track, and document the problem-solving resolution, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Communicate application problems and issues to key stakeholders, including management, development teams, end-users, and unit leaders.
- Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
- Coordinate with department heads any critical issues that require immediate attention.
- Participate in the design, development, and delivery of business applications training to business users.
- Manage and/or provide guidance to junior members of the team.
- At least 5 years of experience delivering support services to internal business end-users in English-speaking countries.
- At least 5 years of experience working with internal IT teams.
- Experience working with ticketing tools and ticket queues.
- Ability to explain complex technical concepts in client language.
- Ability to quickly come up to speed on end-user applications and support tools.
- Good written and verbal communication in English. Experience communicating in writing with business users preferred.
- Responsible, diligent, polite, and patient. Capable of working under pressure and delivering based on tight deadlines.
- Ability to communicate advanced technical details to both technical and non-technical persons.
- Ability to cover multiple, overlapping complex projects; well-organized and adaptable to changing demands.
- Excellence in written and verbal communication.
- Must be able to support others on the technical support team outside of standard working hours as required.
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