About the Role
Delivers remote (e.g., telephone, online) post-sale troubleshooting and diagnostic support services to ensure that all products and services function properly. Provides technical support for deep applications (software/cloud), supporting Cloud technologies, web-based applications, browser technologies, SAML and SSO technology, API support and technology, and troubleshooting web-based authentication.
Responsibilities
- Provide timely technical 2nd level resolution to customer lifecycle issues including customer follow-up, ticket monitoring, MTTR & ticket creation through telephonic, digital and onsite visits with customers.
- Implement complex business and customer solutions into the customer’s environment.
- Provide customer engagement pre-sale to ensure technical environments and expertise requirements.
- Establish and maintain successful technical relationships within key assigned account/agencies.
- Capture actionable insights on the customer’s technical operating environments to advise product/development teams to plan product features, troubleshoot current issues and determine impact of technology changes.
- Use NPS verbatim comments, Voice of the Customer feedback, and peer-to-peer sharing to continue to refine processes, enhance performance and delight the customer.
- Uncover revenue & implementation opportunities that grow and protect revenue.
- Resolve customer problems or coordinate internal and external resources to get problems escalated and influence product direction.
- Identify opportunities for additional products or implementation projects with customers to drive NET POS across the business.
- Apply systems engineering experience, advanced education/certification, agile principles and six sigma/lean knowledge to identify, participate in and lead projects that develop, enhance, or streamline supportable technical and business solutions.
Requirements :
BS degree in Computer Science, IS or EE preferred. Minimum of 2 years related technical experience. Ability to work in a complex and matrixed environment, deliver quickly and adapt to changing demands. Excellent interpersonal, communication, organization and project execution skills. Ability to cultivate strong collaborative working relationships. Proven ability to influence others and drive meaningful business results. Strong technical, analytic and project management experience. High level of problem-solving ability and critical decision-making in complex customer environments. Demonstrated successful performance in a technical customer-facing capacity. Current technical certifications and background.
Precise and in-depth knowledge of products/technologies, as well as a highly specialized understanding in:
- browsers: Edge, Chrome, Firefox, Safari
- In-depth knowledge of current operating systems: Windows / Mac / Linux and MS Office product suite.
- Detailed knowledge of Internet technologies including HTTP/S, DNS, ICMP, SMTP, IP Subnetting.
- Detailed knowledge of firewall/router/server technologies.
- Basic knowledge of databases and related languages including SQL, API, SAML/SSO, XML, HTML, etc.
May be home-based or have ability to travel depending on customer needs and location.
Work in a way that works for you
We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.
Working for you
We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Medical Aid
- Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
- Modern family benefits, including adoption and surrogacy
- Study Leave