Our client, a provider of service management software, is looking for a Product Support Specialist to join its Global Customer Care team. The team provides third line technical support to customers in North America and Europe. The Product Support Specialist is expected to have a thorough understanding of the product set and how customers use it, provide best practices to customers, identify and reproduce technical issues, work with internal partners to troubleshoot, and drive resolution on each issue.

Responsibilities

• Use tools such as PERL, HTML, XML, Jira, AWS, PL/SQL, Qlikview and Tomcat to manage, diagnose and troubleshoot technical issues
• Work closely with the development team, providing detailed and thorough troubleshooting and escalation information
• Communicate promptly and clearly, internally and externally, adhering to SLAs and keeping proper documentation
• Take extreme ownership of the customer experience while working to understand and resolve the issues customers log
• Build rapport and manage expectations to ensure alignment on issue severity
• Advocate on the customer's behalf when needed while collaborating with internal partners
• Manage an individual queue of owned tickets, keeping action items and documentation up to date
• Collaborate with team members to allocate incoming requests equitably
• Be available to take incoming calls through the support line and troubleshoot with customers by phone
• Assist with outage coordination when necessary

Skills and Qualifications

• IT-related degree or equivalent work experience
• Ability to communicate effectively with people at all levels of a customer organization
• Highly organized and detail oriented, able to manage several high-priority tasks
• Experience providing support for a complex software package developed in-house
• Experience with RDBMS, including writing queries (Oracle and/or SQL Server) and importing/exporting databases
• Working knowledge of Windows system administration
• Working knowledge of experience with APIs and web services
• Working knowledge of multi-threaded application log file analysis
• Willingness to work flexible hours, as many customers are based in North America
• On-call shifts may be required for out-of-hours emergencies
• Some public holiday working may be required
• English Level C2

Preferred Experience

• PERL, HTML, XML, Jira, AWS, PL/SQL, Qlikview and Tomcat
• Experience in a software development role
• Experience in business process definition, analysis, BI reporting or consulting