Product Owner
iTech AG
ServiceNow
Senior Technical Support Specialist
Conversica
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $28 - $31 per hour
Job Level
Senior
Tech Stack
ServiceNowSQL
About the role
- Troubleshoot and diagnose non-standard and complex technical issues using internal tools, SQL queries, and external resources.
- Engage with customers, partners, and internal contacts via email, phone, and live chat to deliver a next-level support experience.
- Serve as the primary escalation point for Tier 1, handling escalated tickets with professionalism and empathy.
- Triage and escalate bug and problem tickets to Product and Engineering, including reproducing issues, documenting root causes, and recommending potential fixes.
- Proactively communicate escalations, outages, and their business impact to leadership and affected stakeholders.
- Partner with Product, Engineering, and Customer Success teams on high-priority tickets and systemic product improvements.
- Cultivate a deep knowledge of Conversica’s software and mentor Tier 1 support staff, sharing knowledge and coaching on advanced troubleshooting.
- Analyze ticket trends, conduct root cause analysis, and propose long-term solutions to prevent repeat issues.
- Document ticket notes and customer interactions thoroughly and accurately in the support ticketing system.
- Write and contribute content to the knowledge base, including advanced troubleshooting guides and escalation playbooks.
- Assist customers with navigation and troubleshooting as needed, but primarily focus on resolving complex and escalated issues.
- Apply account optimizations and customizations submitted internally by the Customer Success team.
Requirements
- 3+ years experience in a SaaS technical support role required.
- Proven technical aptitude with ability to troubleshoot and resolve complex issues independently.
- Knowledge of sales and marketing tech stacks, including marketing automation platforms, CRMs, and integrations.
- Strong understanding of logic functions and ability to create formulas.
- Proficient in SQL with ability to write, test, and troubleshoot queries.
- Experience using ticketing systems such as Zendesk, JIRA, or ServiceNow.
- Strong problem-solving, critical thinking, and time-management skills.
- Excellent written and verbal communicator; able to deliver clear, empathetic, and professional customer interactions.
- Experience mentoring or training Tier 1 support staff preferred.
- Self-motivated and able to work independently or cross-functionally in fast-paced environments.
- High school diploma or equivalent with relevant work experience. Associate degree or higher preferred.
