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Technical Support Specialist I
Location
United States + 144 moreAll locations: United States, Canada, United Kingdom, Germany, France, Estonia, Portugal, Hungary, Poland, Ukraine, Romania, Bulgaria, Czech Republic, Slovakia, Belarus, Moldova, Republic Of, Sweden, Greece, Belgium, Italy, Ireland, Switzerland, Netherlands, Finland, Malta, Denmark, Lithuania, Croatia, Spain, Austria, Bosnia And Herzegovina, Iceland, Luxembourg, Macedonia, The Former Yugoslav Republic Of, Montenegro, Norway, Serbia, Slovenia, Albania, Cyprus, Latvia, Monaco, South Africa, Egypt, Algeria, Angola, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Cape Verde, Central African Republic, Chad, Congo, Côte D'ivoire, Congo, The Democratic Republic Of The, Equatorial Guinea, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-bissau, Kenya, Lesotho, Liberia, Libyan Arab Jamahiriya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Mayotte, Morocco, Mozambique, Namibia, Niger, Nigeria, Réunion, Rwanda, Senegal, Seychelles, Sierra Leone, Somalia, Sudan, Swaziland, Tanzania, United Republic Of, Togo, Tunisia, Uganda, Zambia, Zimbabwe, Georgia, Turkey, Israel, United Arab Emirates, Armenia, Azerbaijan, Bahrain, Iraq, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, Palestinian Territory, Occupied, Yemen, India, Australia, Japan, Philippines, Pakistan, Thailand, Singapore, Viet Nam, Taiwan, Province Of China, Korea, Republic Of, China, Indonesia, Afghanistan, Bangladesh, Bhutan, Cambodia, Lao People's Democratic Republic, Malaysia, Maldives, Mongolia, Myanmar, Nepal, Sri Lanka, Papua New Guinea, Kiribati, Palau, French Polynesia, Tuvalu
Posted
6 days ago
Salary
Not specified
Job Description
Role Description
The Technical Support Specialist I is responsible for assisting our partners in diagnosing and resolving a partner’s product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products.
- Provides support to partners with a high attention to detail
- Researches, analyzes, and documents findings
- Interacts with partners to provide technical support via email, phone, chat, cases, and remote sessions
- Monitors backup, off-site, and critical service failure events
- Investigates and resolves reported failure incidents, escalating when necessary
- Maintains a knowledge base of our products and services and provides high quality technical support to partners during each interaction
- Contributes to written articles for internal and external knowledge base
- Identifies and escalates situations requiring urgent attention to appropriate teams
- Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Engineering
- Handles assigned support cases
- Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem
- Communicates new release features and improvements to our partners that better their experience
Qualifications
- Ability to work independently on projects and processes with close supervision
- Broad theoretical knowledge of applicable work area
- Ability to situationally adapt and understand new technology/processes as per partner requirement
- Strong customer service skills
- Strong desire to help our partners and peers
- Strong written and verbal communication skills
- Familiarity with backup technology
- Basic knowledge of virtualization and cloud technology
- Basic understanding of operating systems, such as Linux
- Interpersonal skills and willingness to work alongside multiple cross-functional teams
- Organized and strong attention to detail
Requirements
- Bachelor’s degree in related field or equivalent business experience
- 1+ years of relevant experience
- Preferred: Experience working in a technical, service-oriented position
- Preferred: Experience troubleshooting Windows and Linux servers
Working Conditions
- Onsite/Hybrid/Remote depending on location
- 0-10% travel may be required
Company Description
Job Requirements
- Ability to work independently on projects and processes with close supervision
- Broad theoretical knowledge of applicable work area
- Ability to situationally adapt and understand new technology/processes as per partner requirement
- Strong customer service skills
- Strong desire to help our partners and peers
- Strong written and verbal communication skills
- Familiarity with backup technology
- Basic knowledge of virtualization and cloud technology
- Basic understanding of operating systems, such as Linux
- Interpersonal skills and willingness to work alongside multiple cross-functional teams
- Organized and strong attention to detail
- Bachelor’s degree in related field or equivalent business experience
- 1+ years of relevant experience
- Preferred: Experience working in a technical, service-oriented position
- Preferred: Experience troubleshooting Windows and Linux servers
- Working Conditions
- Onsite/Hybrid/Remote depending on location
- 0-10% travel may be required
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