Senior Product Support Specialist

This role provides after-hours, overnight, and weekend on-call support, as well as advanced support for VP level and above.

Responsibilities

• Support & Enablement (15%)
  • Receive incidents from L2 escalations or directly from application & infrastructure teams; troubleshoot technical issues via phone, tickets, and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously.
  • Escalate issues appropriately while actively listening and building rapport with end users to elicit problem details.
  • Apply advanced conflict resolution skills to resolve escalated customer issues.
• Delivery & Execution (40%)
  • Provide after-hours, overnight, and weekend on-call support.
  • Document, review, and ensure all quality and change control standards are met.
  • Provide advanced support for VP level and above; possess administrative rights to make changes to systems hardware and software.
  • Collaborate with engineering teams to determine root cause of issues, provide technical expertise, and assist in resolving high-level technical problems.
  • Engage in IT projects as a Subject Matter Expert (SME) and work with other teams to fix issues at the root cause level when appropriate.
  • Ensure stability, viability, and maintenance of the 24-7 mission-critical production environment.
  • Plan, document, and execute technical changes as needed.
  • Learn and update the inventory system for new orders in the area of responsibility.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, and knowledge bases to resolve problems.
  • Maintain and update contractor loaner pool laptops.
  • Engage vendors to resolve or proactively remediate issues; maintain and nurture relationships with software vendors.
  • Provide assistance for facility-related issues with network equipment, HVAC interference, etc., at remote locations.
  • Assess and drive quality within the team.
  • Interact and build relationships with site leadership.
• Administration & Operations (10%)
  • Create and monitor reports on call volume, quality, etc., and make decisions accordingly.
  • Document all pertinent end-user identification information, including the nature of the problem.
  • Evaluate documented resolutions and analyze trends to prevent future problems.
• Learning (35%)
  • Create, update, and manage the Knowledge Base for L2s to utilize.
  • Produce training for Support Desk Levels 1, 2, and 3; lead training classes for these levels.
  • Guide the communication of troubleshooting approaches and methods across the Support Desk; serve as a resource for junior team members.
  • Set standards in call handling and problem resolution best practices; serve as a resource for junior team members.
  • Proactively gather information to determine areas for further training and coaching.
  • Review regular pertinent product update information to keep knowledge current.

Requirements

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Knowledge, skills, and abilities typically acquired through the completion of a bachelor’s degree program or equivalent in a field related to the job.
• Minimum of 2 years of relevant work experience.

Preferred Qualifications

• 5+ years of experience working with C-Suite executives.
• Expertise in CRM or standard help desk ticketing systems and remote monitoring and management software.
• Proficiency in Microsoft Office standard applications.
• Expertise in troubleshooting and diagnosing networking issues and problems with modern operating systems.
• Expertise in troubleshooting and diagnosing in virtualized and cloud-based environments.
• Proficiency in administering antivirus software, mobile devices, and mobile device management systems.
• Proficiency in data management (backup) software and Windows Server.
• Proficiency in DNS, DHCP, Internet infrastructure, and IP informational tools.
• Proficiency with setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers.
• Expertise in contributing to and developing content for a knowledge database and team training documentation.
• Expertise in guiding and coaching junior team members.
• Expertise in setting high standards through action.
• Proficiency in identifying trends and determining necessary process or standard operating procedure changes to optimize efficiency.
• Experience with selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships.

Schedule

• After-hours, overnight, and weekend on-call support required.
• Typically requires overnight travel less than 10% of the time.

Working Conditions

• Located in a comfortable indoor area; any unpleasant conditions are infrequent and not objectionable.
• Most of the time is spent sitting with frequent opportunities to move about; occasional need to move or lift light articles.

Competencies

• Being Resilient: Rebounding from setbacks and adversity when facing difficult situations.
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
• Decision Quality: Making good and timely decisions that keep the organization moving forward.
• Interpersonal Savvy: Relating openly and comfortably with diverse groups of people.
• Manages Conflict: Handling conflict situations effectively, with a minimum of noise.
• Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Resourcefulness: Securing and deploying resources effectively and efficiently.
• Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations.