Technical Support Representative Specialist

Job Summary:

Provide 24 x 7 systems support for assigned production-related systems

What you will be doing :

• Provides 24 x 7 on-call support for all assigned production-related systems.

• Review and resolves complex and escalated case tickets, CTAKS and RITMS whichever is applicable assigned to client support level 1

• Collaborates with business analysts team in the creation, review and modification of knowledge articles.

• Interfaces with internal clients, vendors, managers, IT and Product Development to resolve problems.

• Analyzes problem, documents and communicates resolution and conducts follow up. Escalates problems to appropriate teams when necessary.

• Assists in documenting current policies and procedures.

• Represents team on cross-functional teams for production, support and development activities.

• Performs specialty production processing.

• Achieve acceptable production levels. Assist in monitoring, training, coaching, and problem solving

• Researching and troubleshooting issues using available tools

• Interacts with internal departments to deliver solutions.

• Interprets and presents data and conclusions to management as needed.

• Improve methodologies used in the job.
  Other related duties assigned as needed.

What you bring :

• Knowledge of the basic principles, processes, phases, and roles of application development methodologies

• Knowledge of client support level 1 model

• Demonstrated knowledge of company products and services

• Excellent analytical, problem-solving and time management skills

• Ability to successfully manage multiple concurrent tasks

• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors

• Ability to work well in a fast-paced, high stress team environment

• Ability to work independently and intuitive ability to prioritize assignments

• Must be dependable and able to meet and fulfill obligations

• Excellent customer service skills that build high levels of customer satisfaction for internal and external customers

• Willingly shares relevant technical and/or industry knowledge and expertise with other resources

• Must be highly flexible and adapt to changing priorities

• Must be extremely detail-oriented and thorough in completing tasks

• Willing to take on responsibilities and challenges

What we offer you :

• A competitive salary and benefits.

• An organization that champions Inclusion & Diversity & Women in Technology

• A variety of career development tools, resources, and opportunities

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