Services & Support Contractor

General Summary:

The Technical Support Specialist I is responsible for assisting our partners in diagnosing and resolving a partners product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products.

Essential Duties & Responsibilities:

• Provides support to partners with a high attention to detail
• Researches, analyzes, and documents findings
• Interacts with partners to provide technical support via email, phone, chat, cases, and remote sessions
• Monitors backup, off-site, and critical service failure events
• Investigate and resolve reported failure incidents, escalating when necessary
• Maintains a knowledge base of our products and services and provides high-quality technical support to partners during each interaction
• Contributes to written articles for internal and external knowledge base
• Identifies and escalates situations requiring urgent attention to appropriate teams
• Documents partner interactions, troubleshooting, and results clearly and concisely and accurately report customer feedback to the Engineering
• Handles assigned support cases
• Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem
• Communicates new release features and improvements to our partners that better their experience

Knowledge, Skills, and/or Abilities Required:

• Ability to work independently on projects and processes with close supervision
• Broad theoretical knowledge of applicable work area
• Ability to situationally adapt and understand new technology/processes as per partner requirement
• Strong customer service skills
• Strong desire to help our partners and peers
• Strong written and verbal communication skills
• Familiarity with backup technology
• Basic knowledge of virtualization and cloud technology
• Basic understanding of operating systems, such as Linux
• Interpersonal skills and willingness to work alongside multiple cross-functional teams
• Organized and strong attention to detail
• Preferred: Basic knowledge of IT, professional services, CRM, and ERP markets

Educational/Vocational/Previous Experience Recommendations:

• Bachelors degree in a related field or equivalent business experience
• 1+ years of relevant experience
• Preferred: Experience working in a technical, service-oriented position
• Preferred: Experience troubleshooting Windows and Linux servers

Working Conditions:

• Onsite/Hybrid/Remote depending on location
• 0-10% travel may be required