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Technical Support Specialist ^ (L)

IT & IS | Omaha, NE | Full Time, Contract, and Temporary

Job Description

Technical Support Specialist 6427 ^ (L)

As a Technical Support Specialist you will provide Tier 2 support for the company’s products, putting our members first to deliver the best support experience possible. Technical Support Specialists review escalations from the Tier 1 support team, leveraging advanced troubleshooting skills and deep product knowledge to resolve member issues as quickly as possible. When necessary, you will work closely with the Tier 3 support team to escalate production bugs to Engineering, providing all of the information and data needed to quickly analyze and triage issues. You are also responsible for identifying opportunities to improve the knowledge and training of Tier 1 representatives, as well as processes and tool improvements to further empower support teams to resolve member issues as efficiently and effectively as possible. You will have the opportunity to work closely with the Engineering and Product teams, to not only improve upon your technical and product knowledge, but also to participate in helping to improve the quality of the company’s products. You are a great fit for this role if you are laser-focused on helping your customers, an awesome problem solver, and capable of diving deep and learning quickly to master a wide array of products.

Responsibilities:

  • Evaluate, troubleshoot, and resolve member escalations from Tier 1
  • When necessary, summarize complex product issues succinctly and completely for escalation to Tier 3 support
  • Review, investigate, and resolve technical member cases within the target SLAs
  • Evaluate and troubleshoot client issues using problem-solving skills to prioritize, escalate, and track incidents to closure under pressure
  • Develop deep product knowledge on a wide array of products to effectively differentiate genuine production bugs from other technical issues
  • Learn and leverage advanced troubleshooting tools
  • Identify opportunities to better empower Tier 1 support through training and tools to resolve member issues as quickly as possible
  • Participate in regular meetings and calls with Tier 1 and Tier 3 support to ensure support teams are in sync and resolving issues in the most effective manner
  • Occasionally collaborate with members and customers on complex issues requiring direct communication to resolve

 Basic Qualifications:

  • BA/BS degree or equivalent work experience
  • 2+ years of experience in Technical Support and/or as a company Support Representative

 Preferred Qualifications:

  • Experience with mobile platforms (iOS, Android)
  • Experience troubleshooting technical issues using browser-based developer tools
  • Experience with web tracking and analytics technology including cookies, tracking pixels, ad tags, container tags, and analytics programs such as Google Analytics
  • Familiarity with SQL, HTML, JavaScript, AJAX, APIs, or other web development technologies
  • Familiarity with Unix and cURL
  • Practical knowledge with a scripting language
  • Strong results-orientation and direct experience in utilizing data to identify critical trends
  • Adept at cross-functional team or individual partnership and collaboration with the ability to interact with all levels of the organization
  • Familiarity with issue management systems such as JIRA and Bugzilla
  • Familiarity with CRM systems such as Salesforce and RightNow
  • Strong customer communication skills with the ability to handle and resolve customer conflicts using various modes of communication
  • Able to interact with diverse groups of technical and non-technical people
  • Excellent verbal and written communication skills and able to effectively communicate complex

  $20-$25 per hour               Omaha, Nebraska 68114                     6 Month Assignment