Job Description
The Sphera Technical Support Specialist II will act as the technical interface to customers for resolution of technical and functional problems related to the recommended maintenance, use, workarounds, and resolutions for Product Stewardship products. This position is responsible for ensuring resolution of customer problems received via telephone, email or the Sphera Customer Network (SCN).
General Job Duties:
Answer Customer Care issues received via telephone, email or the Sphera Customer Network (SCN), using customer support tools (SalesLogix, Microsoft Visual Studio TFS) and other applications and files to create, update, troubleshoot, test, process, and maintain customer raised issues, while keeping tickets within workflow parameters and established SLA’s (Service Level Agreements).
·Provides functional and technical assistance to customers for Product Stewardship products
·Responds to customer requests within stated guidelines and contractual Service Level Agreements.
·Research and recommend known technical & functional solutions to customers, develop workarounds and in some cases solutions for resolution.
·Provides consistent and timely status updates to customer issues.
·Contributes to the technical knowledge base.
·Demonstrates a consistent and positive customer support orientation.
·Participates in Application Support initiatives.
·All other assigned project(s)
Specific Job Duties:
·Have a working knowledge of Sphera’s Product Stewardship products. Resolve customer problems with licenses, application error messages, templates and guide customers with use of application help and show-me functions.
·Be effective in customer problem solving. Have excellent customer communication, telephone and computer skills including Microsoft Office and e-mail, Internet Explorer. Coordinate work with software developers, QA and project teams in solving application software problems.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the levels of knowledge, skill, and/or ability necessary to perform the job at acceptable standards.
·
·A college/university degree in Computer Science, Information Technology, related Engineering Degree or equivalent
·2 years of Sphera product experience for which this position is being filled
·Knowledge of MS SQL Server 2008 to 2012 as well as Oracle 11 and 12. Must be able to write queries to investigate underlying database.
·Internet Explorer 10 and 11
·Server and network administration & troubleshooting skills with Microsoft Windows Products
·Web-based enterprise software support experience in IIS
·Effective written and verbal communication skills to deliver world-class customer support
·Advanced listening skills and customer service attitude with the ability to show sensitivity to user’s questions and requests
·Ability to manage time and work flow to meet service levels and priorities
·Ability to set and manage client expectations
·Ability to write technical information in a structured manner
·A self-starter who is results-oriented and able to operate effectively within a team environment
·Sound judgment, analysis skills
·Strong inter-personal skills
·Other skills:
·Proficiency in English - Other known languages are an asset
Organizational Relationships
This position reports to (title): Team Lead Customer Care - PS
Titles of positions reporting directly to this position: n/a
Number of employees supervised
A. Directly: n/a
B. Through subordinates: n/a
Bonus Eligibility
No