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Overview

The Software Support Specialist reports to the Associate Director of Training and Client Engagement, who has the overall responsibility for customer satisfaction related to usage of for-sale software applications.

This Specialist is responsible for being a liaison between the Tier 1 customer technical support team and software product stakeholders; should have the ability to work directly with the customers/IT as and when technical issues are elevated from Tier 1. The responsibilities include: (1) technical support of customers with in-depth knowledge of business technology, (2) product navigation/usage, mobile device navigation/usage, (3) root cause analysis and the escalation process, (4) contributing to all stakeholders' productivity and (5) timely customer response. This individual must be able to assess independently a reported technical problem or failure using diagnostic methods and tools; (s)he must also determine the likely cause and take appropriate action to resolve the problem in a timely manner. With strong collaboration skills, this individual must understand system interdependencies to avoid customer dissatisfaction and interruptions in services.

This individual will also be responsible for partnering with the stakeholders to strategize in developing appropriate SOPs or adopting new and improved supporting tools trending in the industry.

Responsibilities

• Maintains full ownership of the ticket through its lifecycle and the Incident Management process. Ensuring all elements of the process, including Major Incident Management, are implemented and operationally managed.
• Manages policy and procedures for Tier 1 triage and stakeholder communication process.
• Provides escalated call resolution or triage for all calls.
• Troubleshoots customer issues with in-depth product knowledge when escalated.
• Collaborates with the Tier 1 Specialist for effective ticket management process.
• Analyzes cases to monitor technical issues and trends.
• Develops and maintains a lessons-learned, workaround log.
• Provides planned reports for management summary and KPIs.
• Develops and supports a knowledge base with all troubleshooting performed and, if applicable, the resolutions that are implemented.
• Develops and manages documents to identify, isolate, diagnose and resolve end users' technical problems to provide information, status, and guidelines to the Tier I team as requested.
• Completes initial diagnosis and progress for all issues in a timely fashion to meet customer SLAs, resolving the incidents wherever possible.
• Escalates tickets to the appropriate eProducts stakeholders, if required.
• Manages analyst performance monthly with a focus on adherence to SLA achievement, customer focus, proactive problem solving, and incident avoidance.
• Works with stakeholders/developers to resolve incidents.
• Provides occasional out-of-hours support.

Qualifications

• Bachelor's degree in Information Services or equivalent is required.
• Minimum 5 years application software/IT customer support experience.
• Strong interpersonal skills, working within cross-functional teams, and interacting with technical and non-technical management levels.
• Demonstrated ownership of customer issues, advocating for resolution, and the ability to handle challenging customer conversations.
• Highly motivated, energetic, self-starter, passionate about technology and helping people successfully use it.
• Experienced in shaping the overall relationship between technical support and the business teams.
• Good knowledge of software application operating environments, platforms, and devices.
• Experience supporting MS Windows, SQL Databases, web applications, phone and tablet applications.
• Understanding of networking technologies and concepts.
• Experience collaborating with a global technical support function is a plus.
• Good understanding of ITIL in principle particularly in the Service Operation space.
• Experience moderating technical support forums and using chat technologies. Experience working with a live agent chat is a plus.
• Knowledge of customer relations management platforms like SalesForce.
• Preferred - Familiarity with Active Directory or equivalent is a plus.
• Exposure to MS Cloud support is a plus.
• Superior organizational and customer service skills required for providing customer service and support for web-based commercial software.

This job description is intended to describe the general nature and level of work performed by an employee assigned to this position. The description is not an exhaustive list of all duties, responsibilities, knowledge, skills, abilities, and working conditions associated with this position.