The Sr. Product Support Specialist is responsible for handling and resolving problem escalations, engaging with engineering and other teams in a Subject Matter Expert (SME) capacity, and identifying trends and determining and applying necessary changes. This role also sets standards within the Product Support Team and coaches and trains team members based on knowledge and skill gaps.
The Sr. Product Support Specialist provides after hours, overnight, and weekend on-call support as well as advanced support for VP level and above.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
15% - Support & Enablement:
Receives incident from escalation of L2 or receives incident from application& infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates accordingly
Actively listens to and builds rapport with end users to elicit problem details, applying advanced conflict resolution skills frequently to resolve escalated customer issues
40% - Delivery & Execution:
Provides after hours, overnight, and weekend on-call support
Documents, reviews and ensures that all quality and change control standards are met
Provides advanced support for VP level and above
Has administrative rights; can make changes to systems hardware and software
Collaborates with engineering teams to determine root cause of issue and resolution, provide technical expertise, and assist in resolving high level technical issues; engages in IT projects as needed at a SME level; engages other teams to fix at root cause level when appropriate
Ensures stability, viability and maintenance of the 24-7 mission critical production environment
Plans, documents, and executes technical changes as needed
Learns and updates inventory system for new orders in area of responsibility
Applies diagnostic utilities to aid in troubleshooting
Accesses software updates, drivers, and knowledge bases to aid in problem resolution
Maintains and updates contractor loaner pool laptops
Engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor
Provides assistance to address facility-related issues with network equipment, HVAC interference, etc. at remote locations
Assesses and drives quality within the team
Interacts and builds relationships with site leadership
10% - Administration & Operations:
Creates and monitors reports on call volume, quality, etc. and makes decisions accordingly
Documents all pertinent end user identification information including nature of problem
Evaluates documented resolutions and analyzes trends to prevent future problems
35% - Learning:
Creates, updates, and manages the Knowledge Base for L2s to utilize
Produces training for Support Desk Levels 1, 2, and 3; leads training classes for Levels 1, 2, and 3
Guides the communication of troubleshooting approaches and methods across the Support Desk; serves as a resource for more junior team members on how to approach or complete this task
Sets standards in call handling and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task
Proactively gathers information to determine areas for further training and coaching
Reviews regular pertinent product update information to keep knowledge current
NATURE AND SCOPE
Typically reports to the Product Support Manager or Sr. Manager.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
Must be legally permitted to work in the United States
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 2 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
2-4 years of relevant work experience
Expertise in CRM or standard help desk ticketing systems and remote monitoring and management software
Proficient in Microsoft Office standard applications
Expertise in troubleshooting and diagnosing networking issues and problems with modern operating systems
Expertise in troubleshooting and diagnosing in virtualized and cloud-based environments
Proficient in administering antivirus software
Proficient in administering mobile devices and mobile device management systems
Proficient in data management (backup) software and Windows Server
Proficient in DNS, DHCP, Internet infrastructure, and IP informational tools
Proficient with setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers
Expertise in contributing to and developing content for a knowledge database and team training documentation
Expertise in guiding and coaching more junior team members
Expertise in setting high standards through action
Proficient in identifying trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectiveness
Experience with selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships
Knowledge, Skills, Abilities and Competencies:
Being Resilient: Rebounding from setbacks and adversity when facing difficult situations
Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique
needs of different audiences
Customer Focus: Building strong customer relationships and delivering customer-centric solutions
Decision Quality: Making good and timely decisions that keep the organization moving forward
Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
Manages Conflict: Handling conflict situations effectively, with a minimum of noise
Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
Resourcefulness: Securing and deploying resources effectively and efficiently
Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.