Technical Specialist

Responsibilities

• Respond to issues in accordance with established Standard Operating Procedures and Service Level Agreements
• Communicate proactively with Business to assess issues and provide periodic status updates, both short-term and long term
• Perform assessment analysis to identify scope of problems and escalate recurring issues to management
• Support Problem Management calls; provide technical skills to research issues as required and participate on escalations and issue resolution teams to address chronic, priority issues
• Proactively monitor Business Unit error logs and resolve issues as required
• Analyze issues by performing root cause analysis; research and design short term and long term solutions
• Maintain proficiency in Q-suite expertise and serve as an internal consultant in the Q-Suite application
• Demonstrate ability to communicate effectively with all levels, including customers, technical personnel and management

Requirements

• Education: Bachelor’s Degree in Computer Science/Information Systems or related field, or equivalent combination of education and work experience
• Required Work Experience: 3 – 5 years experience in technical support and troubleshooting of multiple enterprise wide systems, 3-5 years customer service experience
• Knowledge: Hardware components, web-based applications, MS Windows, MS Office, MS Lync, MS outlook, wireless communications/ software development lifecycle phases, project management, process management, change management, Java, SQL, C or C++, PRO-IV, Wiki, etc.

Qualifications

• Problem solving, program debugging, troubleshooting production issues, interpersonal and communication skills, organizational, time management, customer service, prioritization, multi-tasking
• Learning on the Fly; Decision Quality; Priority Setting; Customer Focus; Problem Solving; Informing; Technical Learning; Functional/Technical Skills

Benefits

We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program
• Blueprint for Wellness® healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

About The Role

This is a hybrid opportunity (3 days in office/2 days work from home) that can be based in Tampa, Florida or Irving, Texas.

Pay

Pay Range: $110,000 - $120,000 / year

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered.

Schedule

This role is a hybrid opportunity with 3 days in the office and 2 days remote.