Vacancy expired!
Job Description
The Technical Product Support Specialistwill work closely with the client services, business and engineering teams to support Verisk customers using our core ISO platforms and applications. S/he will take ownership of assigned customer issues; research, diagnose, troubleshoot and identify solutions to resolve system issues, and follow standard procedures for proper logging of issues as well as escalation of unresolved issues to the appropriate internal teams. Using strong knowledge of technology and best practices, s/he must also be able to analyze calls and logs to discover any underlying issues or trends, test and evaluate new technology, suggest product / process improvements and contribute to the shared customer knowledge base.Specific duties include:
- Diagnose and troubleshoot technical issues for mid-level to complex applications and platform services such as account and data management, authentication, search, entitlement, etc. Gather information and escalate unresolved issues as needed
- Troubleshoot content and document extract issues
- Perform Root Cause Analysis of technical issues
- Monitor systems, processes, warning messages, etc. as required and take appropriate actions
- Work with customers on software installation issues
- Field questions on customer-mandated technical changes
- Document and share resolutions across all support teams / levels. Develop technical documentation to provide troubleshooting guides and documentation.
- Perform additional technical duties as required to support ISOnet applications and customers
Qualifications
- BS degree in Information Technology, Computer Science or relevant field, and 3+ years of experience as a Technical Support Engineer, Web Application SupportEngineer, or similar Software support role.
- Strong understanding of software development processes and methods, design concepts and patterns and browser debug tools as well as ability to debug browser assets
- Solid understanding of the following technologies and tools, e.g. Core C#, Java, Bootstrap, Angular, JQuery or any client-side JavaScript, CSS, RDBMS, SQL, JIRA
- Excellent problem-solving skills and outstanding attention to detail
- Able to manage and prioritize multiple open issues at once
- Excellent oral and written communication skills. Able to ask customers targeted questions to quickly understand the root of the problem and provide step-by-step technical help, both written and verbal.
- Familiarity with remote desktop applications and help desk software, database queries and ISO products/applications a plus
- Experience generating reports via Jira iql or similar
- Experience with web application client-side troubleshooting, familiarity with system and event logs, navigating application logs for troubleshooting along with cloud-based log mining software like Splunk is preferred
- Familiarity with cloud hosting services like AWS is desired
- Hands-on experience with Windows/Linux/Mac OS environments. Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
#LI-JE1
Additional Information
Verisk Analytics is an equal opportunity employer.
All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability.
http://www.verisk.com/careers.html
Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.
Vacancy expired!