Senior Technical Associate

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About the Job

We re looking for a Senior Technical Associate for ensuring quality service is provided with every interaction. This role involves learning and maintaining the knowledge of our partners brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

As Senior Technical Associate, You Will

• Identify product issues and improvement opportunities

• Analyze data to understand emerging trends to either suggest improvements (or) escalate this to the product team

• Coordinate end to end incidents by identifying and reporting to appropriate teams to reduce the impact of business and operations

• Serve as a point of contact for Partner escalations

• Conduct incident review and follow up on action items

• Identify and triage issue discovery and prioritization for large scale issues

• Use critical thinking to develop solutions to improve business performance and partner success

• Identify product and tool issues, bugs and other improvement opportunities

• Reproduce Issues and capture logs as needed

• Help Tier 1 and Tier 2 with any tool issues and to help address escalations

• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

• Provide information and place appropriate notes in the system indicating what action was taken or needs to be taken for issues and incidents reported

• Ensure policies and procedures are followed on all tickets

• Handle VPN/Proxy Issues, Geo Filtering and speed bump issues

• Assess scope and impact of product level outages by assigning severity to our product outages and involving other teams as needed

• Maintain thorough knowledge of systems so that the information can be researched and proper information is given

• Learn and retain a thorough working knowledge of all existing and new process and procedures

• Attend team meetings/additional training sessions as scheduled

• Demonstrate a positive work ethic and commitment to achieve the best possible outcomes

• Act as a role model and exemplify our 10 Things (cultural values)

As Senior Technical Associate, You Have

• Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)

• 3-4 years of experience in Technical Support Service industry

• Experience working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, SQL, or similar products

• Strong technical support experience and background with ability to understand and diagnose issues with exceptional troubleshooting skills and strong communication skills

• Data analysis experience preferred

• Excellent communication skills both verbal and written communication with the ability to speak accurately, using proper grammar, good enunciation

• Ability to communicate and engage in discourse fluently

• Have strong familiarity in data analysis/visualizations, trend analysis, troubleshooting, and critical thinking

• Experienced in reporting and dashboard creation

• Experience with either Streaming, Gaming, Tooling, Membership and Billing, and any Cloud/SAAS Platforms

• Experience in cross functional stakeholder management and able to take ownership and coordinate with multiple teams and create strong working relationships

• Knowledge and fair understanding of open connect/platforms

• High proficiency in escalation trend analysis and can identify incidents proactively

• Ability to create and write knowledge base articles as needed

• Experience dealing with escalated issues in a contact center capacity

• The ability to type 30 WPM with accuracy

• The ability to use spreadsheet applications to maintain and develop operational reporting

• Exceptional time management, organizational and prioritization skills to complete work in a timely manner

• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment

• Identify opportunities for process improvement and efficiency gains within the issue triage workflow

• The ability to work a variety of shifts, including days, evenings and holidays