Perform tier-2/3 technical support for internal custom applications, working closely with tier-1 support, subject matter experts, engineering, product management, and others.
Effectively communicate with end-users providing information, options, and guidance in a helpful, positive manner with customer satisfaction being the end goal.
Collaborate with all levels of user support to identify common trends and reduce unnecessary escalations through cross departmental feedback and training.
Assist engineers and product managers in analyzing client-side system malfunctions and take appropriate actions as directed.
Assist in communicating product updates, maintenance, and outages.
Mentor, coach, and train student technical support employees.
Ensure all technical support work is being captured and tracked accordingly.
Develop a sound technical understanding of key internal systems and how students and other audiences use them.
Create, update, and publish knowledge base articles for others to reference as needed.
Assist senior leadership as needed with professionalism and poise.
Be available after hours for unexpected major outages or urgent issues.
Qualifications
4+ years of technical support and/or IT operations experience.
Bachelor's degree, preferably in an IT-related field; or equivalent work experience may be substituted.
Solid understanding of major enterprise technology components including networking, application servers, databases, and software development.
Knowledge of a variety of operating systems and computer hardware.
Polished verbal and written communication skills (in the English language), including the ability to make complex technical matters more easily understood by those with less experience.
Service-oriented with a passion and talent for troubleshooting technical issues, resolving concerns, and offering excellent customer service.
• Must be a team-player who is optimistic, positive, helpful, strategic, and collaborative.
Ability to organize and prioritize an unpredictable workload of both critical and non-critical technical issues.
Experience using ticketing tracking systems; Microsoft Dynamics 365 CRM experience a plus.
Recuerda que ningún reclutador puede pedirte dinero a cambio de una entrevista o un puesto. Asimismo, evita realizar pagos o compartir información financiera con las empresas.