Technical Support Specialist II

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Assist partners in diagnosing and resolving product-related inquiries and issues.

• Collaborate with cross-functional teams to troubleshoot, address, and document challenges.

• Provide detailed support to cross-functional teams with a keen eye for accuracy.

• Conduct research, analysis, and documentation of findings.

• Offer technical support through various channels including email, phone, chat, cases, and remote sessions.

• Oversee backup, off-site, and critical service failure events.

• Investigate and resolve reported failure incidents, escalating issues when required.

• Serve as the initial point of contact for escalated support cases.

• Maintain a comprehensive knowledge base of products and services.

• Discuss operational challenges faced by partners and analyze business data to pinpoint optimization opportunities.

• Identify and elevate trending issues and potential software defects to leadership and development teams.

• Contribute written content for both internal and external knowledge bases.

• Escalate urgent situations to the appropriate teams for immediate attention.

• Document interactions with partners, troubleshooting processes, and results, and relay customer feedback to Engineering.

• Manage assigned support cases effectively.

• Implement technical best practices and deliver solutions based on problem diagnosis.

• Communicate new features and enhancements from releases to partners.

⛳️ Requirements

• A Bachelor’s degree in a related field or equivalent business experience is required.

• Minimum of 2 years of relevant experience.

• Experience in a technical service-oriented role.

• Capability to work independently on projects and processes with minimal supervision.

• Practical knowledge of the relevant work area.

• Ability to adapt to new technologies and processes as per business needs.

• Excellent customer service skills.

• Strong motivation to assist partners and colleagues.

• Proficient written and verbal communication abilities.

• High sense of ownership and accountability.

• Familiarity with backup technologies.

• Knowledge of virtualization and cloud technologies.

• Understanding of operating systems, particularly Linux.

• Interpersonal skills and a willingness to collaborate with various cross-functional teams.

• Organized with a strong focus on detail.

• Preferred: Basic understanding of IT, professional services, CRM, and ERP markets.

• Preferred: Experience in troubleshooting Windows and Linux servers.

🏝️ Benefits

• Equal employment opportunities and a workplace that is free from discrimination and harassment.

• Reasonable accommodations for qualified individuals with disabilities.

• Additional benefits and privileges associated with employment.