Frontline support role for Enterprise products or Backline support role for Saas-hosted solutions or Enterprise products.
Works on assignments that are complex in nature where independent action and high degree of initiative are required in resolving problems and developing solutions.
Actively diagnose, troubleshoot and resolve customer issues.
Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, web and community.
Build deep expertise as SME (Subject-Matter-Expert) for assigned focused technologies or products as point of escalation for frontline or backline teams.
Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of issue.
Collaborate closely with cross-functional teams to resolve issues and fulfill customer needs.

Requirements

College degree in technical related field or industry/career equivalent experience.
Minimum of 2 years in a support delivery role or 4 plus years industry/career equivalent experience.
Requires IT, networking, database or SaaS/Cloud application support experience.
On-premises support experience highly desirable.
Industry certifications in Windows, Linux, RDBMS, AWS are highly desirable.
May require US Citizenship for access to and handling of client data.
Passion for helping customers succeed.
Excellent verbal, written and interpersonal communication skills.
Expert level diagnosis and problem-solving abilities.
Time management and critical thinking skills.
Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.

Benefits

Health insurance
Retirement plans
Paid time off
Professional development opportunities
Flexible work arrangements
Bonuses

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

diagnosistroubleshootingproblem-solvingSaaS supportcloud application supporton-premises supportnetworkingdatabase supportRDBMSexpertise in technologies

Soft Skills

initiativecustomer successverbal communicationwritten communicationinterpersonal communicationtime managementcritical thinking

Certifications

Windows certificationLinux certificationRDBMS certificationAWS certification