Technical Customer Support Specialist - Testing Automation Saas - NYC Metro

 

Our client is a global leader in software testing Saas for enterprise ERP customers. They are looking for a Technical Customer Support Specialist. This position is office-based in Hackensack, NJ with some possibility for telecommuting after the initial onboarding training is completed. As a member of the Support team, your goal will be to provide fast and friendly world-class support. 
 
Responsibilities
•Maintain ownership of support requests until resolved; collaborate with other teams as needed and set customer expectations.
•Provide problem analysis and resolution for a 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.
 
MUST-HAVE requirements
•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 technical customer support in software companies.
•Strong Windows workstation/servers OS 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.
•Excellent multitasking skills and ability to prioritize tasks, superior communications skills.
 
GOOD-TO-HAVE requirements
•Technical knowledge and hands-on experience with Testing platforms / SAP / Oracle applications.
•Internet security and networking knowledge. 
•Good understanding of software development processes.
•Experience in understanding and reading logs, traces, and basic SQL queries.
 
apply to This email address is being protected from spambots. You need JavaScript enabled to view it.