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Technical Product Support Specialist
Ref No.: 22-00298
Location: New York, New York
Position Type:Direct Placement
Technical Product Support Specialist
New York, New York (onsite 2/3 days a week)
Full time opportunity
(no visa sponsorship available at this time)

Role Overview

We are seeking an experienced Technical Product Support Specialist to lead the Ninth Wave customer experience through direct technical support. Responsibilities include diagnosis, troubleshooting, escalation, and making recommendations to improve upon current processes. The ideal candidate will have technical aptitude, approach all issues with curiosity, have great communication skills and be resolution driven. The role requires four years of experience providing white glove customer service in a technical SAAS environment.

Responsibilities

  • Provide diligent technical support to customers by following the company's procedure to diagnose, troubleshoot, guide customers with specific features or escalate as necessary
  • Respond to incidents within SLA, or within a timely manner; with appropriate level of urgency, and follows up with customers on all issues
  • Use Jira to record and track all support work
  • Maintain detailed activities, records, and service reporting documentation for customers
  • Analyze and report product malfunctions, customer feedback, and reoccurring issues
  • Liaison with other departments and third-party vendors when necessary
  • Document and enhance processes and procedures

Required Qualifications

  • Bachelor's Degree and 4 years of relevant work experience
  • Experience providing technical troubleshooting assistance in a SAAS environment
  • Experience with Jira, MS SQL. Knowledge about OFX and FDX protocol
  • Excellent customer service skills
  • Strong written and verbal skills
  • A desire to learn and stay up to date on current and emerging technologies