Vacancy expired!
Qualifications:
- 3+ years of prior experience supporting a web-based application
- Experience supporting and troubleshooting Identity Access Management solutions (LDAP, SSO, SAML, or WS-Federation).
- Administrative knowledge of Windows, Unix, or Linux
- Positive, communicative, and customer-oriented attitude
- Functional knowledge of general-purpose programming languages
- Responsible for customers running software smoothly
- Redefine Product Support processes and tools to push the excellence bar
- Participate as tech team representative on Client or internal prep Calls as requested.
- Assist Sim Specialist managers with onboarding tasks, including station setups, software/hardware installation, bandwidth testing, and troubleshooting.
- Running real-time phone or remote access sessions with customers
- Effectively resolve customer inquiries in a considerate, accurate, and timely manner.
- Investigate and resolve escalated customer issues through troubleshooting, reproduction, and identify creative workarounds to support customers.
- Become an expert on products and features, including how they interact with the different parts of our backend systems.
- Engage with cross-functional partners to resolve complex product bugs/issues.
- Serve as the voice of the customer in identifying product enhancements, areas of improvement, and making sure new products launch with customer usability in mind to help build long-term success.
- Continuously monitor real-time customer trends and proactively propose creative solutions.
- Identify opportunities and deliver solutions to scale or otherwise improve the team's internal tooling and processes.
- Develop a set of troubleshooting playbooks as a resource to Product Support Specialists to help resolve issues more effectively.
- Contribute to the ongoing learning and success of the team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in the documentation.
Vacancy expired!