The Advanced Support specialist is a member of a strong technical team delivering world-class support for some of our SaaS solutions.They should be motivated to help customers resolve issues and will use their problem-solving skills to ensure an outstanding customer experience. Our Support teams are strong communicators and will advocate for our customers whilst managing their expectations to ensure strict SLA's are met across the global customer base.
This Level 2 Support role will require analyzing and documenting defects with the Development team, and liaising with multiple internal teams to deliver fixes whilst maintaining direct engagement with the customer.
In this role you will....
Case Management
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- Understand multiple products from our portfolio and demonstrate an ability to help customers find solutions to their issues
- Provide telephone and written support to customers, resolving technical and functional problems of varied complexity
- Troubleshoot using all available knowledge resources including log file analysis
- Replicate customer problems on test environments in order to isolate root cause and find a solution
- Ability to handle all types of customer and business situations: assessing severity, impact, and escalate to management when appropriate
- Clearly articulate to customers and management a problem definition
and a resolution plan - Ensure high customer satisfaction through prompt handling of tickets, communication with customers and adherence to SLA's
- Allocate time to projects as required
Process Improvement / Knowledge Building
- Know and understand all processes
- Easily adjust to change in processes
- Build network of people to assist in processes
- Build deep understanding of at least one product to become an Expert
- Increase technical expertise via attending training sessions, reading technical documentation
You've got what it takes if you have / are...
- Highly committed individual with a background in a problem solving, customer service environment
- Highly organized with understanding of processes, SLA's and tools in product support
- Strong written and verbal communication skills with an ability to speak confidently and articulately customers
- Ability to listen effectively and show patience while working with customers
- Ability to multitask effectively and work well under pressure
- Ability to influence in order to build productive relationships across teams
- Ability to learn new technologies quickly
- Intermediate knowledge of Linux and Windows Operating Systems
- Experience with the technology stack (Java, Tomcat, Oracle)
- Experience supporting and troubleshooting web applications
- About 3-4 years of prior experience in Customer Support or working with HRIS, CRM or any other Cloud Solution Suits.
- Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
- Consideration for privacy and security obligations
- Fluency in English. Additional languages will be appreciated