Technical Support Specialist
New
Source API remote eligibility restrictions: United StatesFull-Time
Salary50,200 - 83,600 USD per year
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Job Details
- Required Skills
- Customer serviceDocumentationTechnical support
Requirements
- Must be capable of documenting technical documentation.
- Participate in customer conference calls when necessary to manage the resolution of customer account issues.
- Participate in testing activities for Product releases and provide feedback for functionality and usability from a customer’s perspective as required.
Responsibilities
- Provide excellent customer service via diagnosis and resolution of technical, operational and implementation issues related to RIB products, supporting technologies/infrastructure.
- Escalate issues that are unable to be resolved, within established guidelines, to the appropriate group for proper corrective action.
- Provide technical support via telephone, email, and chat to external and internal customers.
- Reproduce errors in test systems and document them thoroughly for reproduction independently from production systems for the purpose of issue remediation and testing.
- Demonstrate availability within pre-defined SLA timelines to assist technical teams during critical or urgent incidents that demand immediate attention and resolution.
- Structure your time effectively; balance competing priorities, complete work in a timely manner and meet established quality and administrative documentation expectations.
- Stabilize and refocus quickly when change occurs, monitoring work to meet deadlines.
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