Technical Support Specialist

The Senior Technical Support Specialist role is responsible for the on-going management of customer issues and success. They’re responsible for managing bugs and escalated issues, with the ability to give the customer confidence that their issues will be resolved in a timely manner. They are a part of the ‘Technical Support’ sub-team within the Technology Organization,  providing technical support expertise and mentorship to other team members. This senior role is the critical front-line link between our Customers and the Engineering and Project Delivery Teams to ensure our Customers are successful and can realize the benefits from their Skedulo implementation.

RESPONSIBILITIES

Troubleshooting and Customer Communication

• Deliver world-class end to end support for Skedulo customers by being responsive and tailoring each technical response 
• Lead with a sense of urgency in triaging 
• Help minimize customer churn through education, support, coaching and influencing 
• Provide extensive knowledge and experience in the product to resolve issues when liaising with customers and internal team members 
• Act as a subject matter expert and mentor for internal troubleshooting methods and tools
• Act as an escalation point for customers to expedite delivery of bug fixes and resolutions
• Liaise directly with customers, including high level customer stakeholders 
• Provide leadership as a subject matter expert for Core product bugs and issues, customisation, and CX delivery issues
• Understand and discuss technical issues with engineering/development staff and translate this to layman's terms for the customer
• Fully understand support SLAs and contracted response/resolution times for both standard support and paid premium tiers
• Administer ticket management systems and support focused tools (Zendesk, and logging tools)

Mentorship and Thought Leadership

• Identify process improvement and drive positive innovation and process change
• Lead and promote incident and problem management processes including Post Incident Reviews and ITIL methodologies
• Mentor other tech support staff and encourage collaboration around process improvement
• Administer ticket management systems and support focused tools (Zendesk, and logging tools)

Internal Product and Team Communication/Collaboration

• Act as a liaison between product management, CX, and the customer
• Develop a complete understanding of the Skedulo products and working knowledge of complementary products and services.
• Mentor staff on process and procedures as well as team communication and collaboration
• Proven ability in creating a culture of inclusivity within a team