Technical Support Specialist II

General Summary:

The Technical Support Specialist II is responsible for assisting our partners in diagnosing and resolving a partner’s product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products.   

Essential Duties & Responsibilities:

• Provides support to cross-functional teams, with a high attention to detail
• Researches, analyzes, and documents findings
• May influence others within the Technical Support team through the explanation of facts, policies, and practices
• Interacts with partners to provide technical support via email, phone, chat, cases, and remote sessions
• Monitors backup, off-site, and critical service failure events
• Investigates and resolves reported failure incidents, escalating when necessary
• Acts as first point of contact for escalated support cases
• Maintains a knowledge base of our products and services and provides high quality technical support to partners during each interaction
• Discusses partners' operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies
• Identifies and escalates trending issues and potential software defects to leadership and development
• Contributes to written articles for internal and external knowledge base
• Identifies and escalates situations requiring urgent attention to appropriate teams
• Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Engineering
• Handles assigned support cases
• Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem
• Communicates new release features and improvements to our partners that better their experience

Knowledge, Skills, and/or Abilities Required:

• Ability to work independently on projects and processes with general supervision
• Practical knowledge of applicable work area
• Ability to situationally adapt and understand new technology/processes as per business requirement Strong customer service skills
• Strong desire to help our partners and peers
• Strong written and verbal communication skills
• Strong sense of ownership and accountability
• Familiarity with backup technology
• Knowledge of virtualization and cloud technology
• Understanding of operating systems, such as Linux
• Interpersonal skills and willingness to work alongside multiple cross-functional teams
• Organized and strong attention to detail
• Preferred: Basic understanding of IT, professional services, CRM, and ERP markets

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree required in related field or equivalent business experience
• 2+ years of related experience
• Experience working in a technical service-oriented position

• Preferred: Experience troubleshooting Windows and Linux servers