Provide Tier 1-2 call-center technical support for proprietary Web-based and dedicated software and systems platforms. Coverage support M-F, between 7 AM - 5 PM CST.
Investigate and resolve internal and external support cases using technical experience and system support assets (documentation, configuration settings, file archives, knowledge base, error/report logs, customer partnering, web-browser troubleshooting).
Research, qualify, document, resolve, and communicate resolutions via ticketing tools and established methods.
Partner with internal technical team members (Tier 3 technical support, developers, data analysts) to resolve or escalate issues.
Create transparency within communications and work execution.
Help coordinate and execute quality assurance tasks related to new software application or enhancement release testing and deployments.
Guide and coach peer eSTs with advanced technical service approaches and industry best practices.
Lead the creation and/or update of technical documentation (FAQs, How-to User and Admin guides, ticket journaling tools, knowledgebase articles) to facilitate superior technical support execution and call deflection.
5+ years of experience is required
Service oriented mindset. Self starter and be able to work alone or as a part of a team
Strong analytical problem rationalization and solving skills
Commanding grasp of incident life-cycles common to IT/technical help-desks and software support call-centers
Demonstrated ability to write detailed technical documents such as basic test cases, root cause analysis, and incident descriptions and results
Past experience working with and understanding basic call-center performance metrics/KPIs
Previous web application support
Previous experience supporting software
Proficient use of CRM or other ticketing / case management tools.
Proficient use of screen capture and editing tools.
Strong technical phone and co-browsing operational skills (e.g. WebEx, Go-To Meeting).
Expert with Windows XP/Vista/7/8, Java.
A strong working knowledge with 2007/2010 MS Office application suite (Excel and Word).
Detailed knowledge and experience with major web browser version quirks and functions (IE, FF, Chrome).
Basic knowledge of web architectures including databases, web servers, networks, internet functionality and internet standards.
BS degree in communications, computer science, or technical related field.