Our client is a global leader in software testing Saas for enterprise ERP customers. They are looking for a Technical Support Specialist. This position is based in NYC Metro. As a member of the Support team, your goal will be to provide fast and friendly world-class support. We are looking for a customer oriented person with superior communication skills and proven technical background.
•Maintain ownership of support requests until resolved; collaborate with other teams as needed and set customer expectations.
•Provide problem analysis and resolution for remote customer base.
•Ensure support requests are handled in a timely manner and escalated if necessary.
•Become a subject matter expert in SaaS products (on premise installation components and cloud components)
•Provide accurate and timely feedback for purposes of measuring, tracking and driving continuous service level and product improvements.
•Bachelor’s degree, with a minimum of 2 years of technology experience (Computer Science, Information Systems or related fields)
•At least 3 years experience with customer support or customer service in software companies.
•Technical knowledge and hands-on experience with Testing platforms / SAP / Oracle applications.
•Strong Windows workstation / servers OS knowledge.
•Internet security and networking knowledge.
•Strong analytical, troubleshooting capabilities and problem solving skills, strong attention to detail and self-motivation.
•Work effectively under high pressure in a business-critical environment.
•Experience working with R&D and/or Sales
•Experience working with Testing applications - Major advantage
•Good understanding of software development processes.
•Excellent multitasking skills and ability to prioritize tasks.
•Superior communications skills.
•Ability to travel to customer sites if required.
•Experience in understanding and reading logs, traces and basic SQL queries.
•Ability to see beyond regular ticket resolution and provide both process and product insights.