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Business Support Specialist
Ref No.: 19-07494
Location: San Francisco, California
Title: Business Support Specialist
Location: San Francisco, CA
Duration: Project through 11/2020 with possible extension following!
Department: Compliance, Security, and Investigations

Job Duties:
  • Investigate, troubleshoot, recreate, triage, technical issues.
  • Follow internal escalation paths across multiples tiers of scaled support.
  • Ability to troubleshoot issues without existing documentation or workflows.
  • Remain up to date on key workflow changes, operational guidelines, and policy updates.
  • Meet or exceed daily performance metrics related to key performance indicators, e.g. SLA, Response Time, CSAT, etc.
  • Ability to research past tickets and document new approvers/workflows as they change.
  • Maintain a high proficiency of all processes and product updates.
  • Maintain an internal knowledge base.
  • Ability to document worked cases for future reference and share the information with teammates.
  • Knowledge working in the live queue/ on-call experience.

Requirements:
  • 3+ years of experience in technical support, or similar support role.
  • Customer-oriented mindset with demonstrated understanding and empathy.
  • Experience troubleshooting cases with minimal support or documentation available.
  • Creative problem solver with excellent troubleshooting skills.
  • Excellent communicator with the ability to clearly explain technical steps to a non-tech savvy audience.
  • Demonstrated ability to multitask and prioritize in a fast-paced environment.
  • Comfortable with processes and repetition.
  • High attention to detail, with an ability to execute standard workflows while also adapting appropriately to business and process changes when necessary.
  • BA/BS degree or equivalent.