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Technical Support Representative – Product Application
Ref No.: 18-74200
Location: Irvine, California
Position Type:Contract
Start Date: 10/05/2018
Role - Summary:
The Technical Support Services Representative (TSSR) is a highly technical position that works directly with clients. This role is responsible for all aspects of successful application support and Level II Help Desk activities including, but not limited to: adherence to process, documentation, responding to/troubleshooting Trouble Tickets, providing technical support and monitoring activities to insure successful operation of Client's applications. A successful TSSR is proactively resolving customer-facing issues in a timely, effectively, and professional manner while achieving consistently high customer and employee satisfaction scores within an environment that's well documented and easy to join.

Essential Duties and Responsibilities:
  • Triage trouble tickets and document concerns to ensure timely and effective issue resolution.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages in a professional manner.
  • Conduct regular meeting (via electronic media and face to face) to discuss current challenges, product updates and opportunities.
  • Interface with local implementation and off-shore development teams to identify and solve customer related issues.
  • Prepare and maintain Reports and Support Documentation for assigned Clients
  • Provide training to Customer on new features and updates as needed.

  • 5+ Years of experience in Application Support (Mobile cloud-based Applications, Web Applications, Mobile Applications)
  • 5+ years of Sys Admin/Network Admin - level technical work
  • Previous experience working in software as a service (SaaS) provider
  • Ability to work within and support a strong TEAM environment
  • Through understanding of software development cycle required
  • Advanced server, networking, and virtualization knowledge
  • Interpersonal skills: including communication, active listening and customer-care
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Advanced understanding of support tools, techniques, and how technology is used to provide IT services
  • Must be motivated, detail oriented, highly organized and able to handle a variety of tasks and responsibilities in an efficient manner with a high level of quality
  • Ability to communicate clearly and effectively with clients, vendors, and peers (both technical and non-technical) in a professional manner. This is not a call center however good phone skills are required.
  • Experience pulling and analyzing Log Files is a must.
  • Working knowledge of Trouble Ticketing experience is a must.
  • Knowledge of JIRA preferred with JIRA programming experience a major plus.
  • Database query and analyzation background is a plus
  • Experience within ITIL is not required, but highly desirable
  • Knowledge of the energy industry is a plus

* Applicant selected will be subject to a criminal and credit background investigation and must meet eligibility requirements for access to classified information.