Senior Technical Client Support Specialist

Customer SupportCustomer SupportFull TimeRemoteTeam 1,001-5,000H1B SponsorCompany Site LinkedIn

Location

United States

Posted

31 days ago

Salary

Not specified

Associate Degree3 yrs expExperience acceptedEnglishLinuxSQLUnix

Job Description

• Ensuring the delivery of high-quality technical support services • Providing the highest level of Client satisfaction • Understanding Fortna’s system and software functionality • Identifying Client problems and proactively monitoring Client systems • Resolving and following through with Clients while building support knowledge base • Promoting strong working relationships both internally and externally • Acting as both the Client and Fortna Level 1 Team's escalation contact • Understanding system and software functionality to identify Client issues • Maintaining logs of all Client calls, daily, weekly, and monthly to ensure completion in a timely manner • Creating reports to identify call incidents by Client and root cause

Job Requirements

(3-5) years of client support related experience
Proven experience in system/software support including troubleshooting, diagnosing and identifying issues
Knowledge/experience in operating system functionality (Linux, Unix, networking, QNX)
Basic electrical skills
Experience with SQL
Excellent documentation skills
Excellent oral and written communication skills with the ability to clearly articulate to all project members and stakeholders
Ability to work independently and see tasks through to completion
Ability to work well with technical and non-technical resources
Ability to take initiative, make decisions, and show confidence in decisions made
Strong interpersonal, organizational, time management and problem-solving skills
Ability to travel approximately 10% primarily domestically with the possibility of international travel