Technical Support Specialist II

Role Overview

• Provide reliable technical assistance to internal and external customers
• Provide professional coverage of Technical Support Helpdesk
• Support focus on accuracy, timely feedback, and customer satisfaction
• Drive timely identification, investigation, resolution, root cause analysis and replication of technical issues
• Build internal relationships to expedite complicated cases
• Develop broad understanding of customer needs
• Support the knowledge-sharing mindset, methodology, and tools
• Help develop Technical Support processes
• Ensure proper documenting and recording of all activity and communication
• Address systemic coordination issues
• Facilitate issue identification and analysis
• Investigate and resolve technical issues
• Track requests resolution
• Provide technical training
• Build relationships with customers
• Test products & software
• Develop and share knowledge

Requirements

• Bachelor's degree, or equivalent. Some experience in the field
• Extensive customer facing experience
• Experience in the industry is preferred
• Excellent interpersonal and verbal & written communication skills
• Strong continuous improvement mindset, strong leadership impact
• Experience with Salesforce.com and SharePoint
• Demonstrated experience with Knowledge Management & Call Center Management
• Good administration skills

Tech Stack

• SFDC

Benefits

• Health insurance
• Employee training programs