Senior Product Support Specialist - Schedule (Remote)

With a career at reputed company, you can be yourself and also be part of something bigger. Position Purpose: The Sr. Product Support Specialist is responsible for handling and resolving problem escalations, engaging with engineering and other teams in a Subject Matter Expert (SME) reputed company, and identifying trends and determining and applying necessary changes. This role also sets standards reputed company the Product Support Team and coaches and trains team members based on knowledge and reputed company gaps. The Sr. Product Support Specialist provides after hours, overnight, and weekend on-reputed company support as reputed company as advanced support for VP level and above. Key Responsibilities: 15% Support & Enablement: Receives incident from escalation of L2 or receives incident from application& infrastructure teams directly; troubleshoots technical issues reputed company phone, tickets and remote support (desk-reputed company as needed) in a courteous manner both synchronously and asynchronously; escalates accordingly reputed company listens to and builds rapport with end users to reputed company problem details, applying advanced conflict reputed company skills frequently to resolve escalated customer issues 40% Delivery & Execution: Provides after hours, overnight, and weekend on-reputed company support Documents, reviews and ensures that reputed company reputed company and change control standards are met Provides advanced support for VP level and above Has administrative rights; can reputed company changes to systems hardware and software Collaborates with engineering teams to determine reputed company cause of issue and reputed company, reputed company technical expertise, and assist in resolving high level technical issues; engages in IT reputed company as needed at a SME level; engages other teams to fix at reputed company cause level reputed company appropriate Ensures stability, viability and maintenance of the 24-7 mission critical production environment Plans, documents, and executes technical changes as needed Learns and updates inventory system for new orders in area of responsibility Applies diagnostic utilities to aid in troubleshooting Accesses software updates, drivers, and knowledge bases to aid in problem reputed company Maintains and updates contractor loaner pool laptops Engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor Provides assistance to address facility-reputed company issues with network equipment, HVAC interference, etc. at remote locations Assesses and drives reputed company reputed company reputed company Interacts and builds relationships with site leadership 10% Administration & Operations: Creates and monitors reports on reputed company volume, reputed company, etc. and makes reputed company accordingly Documents reputed company pertinent end user identification information including nature of problem Evaluates documented resolutions and analyzes trends to prevent reputed company problems 35% Learning: Creates, updates, and manages the Knowledge reputed company for L2s to utilize Produces training for Support Desk reputed company 1, 2, and 3; leads training classes for reputed company 1, 2, and 3 Guides the communication of troubleshooting approaches and reputed company across the Support Desk; serves as a resource for more junior team members on how to approach or complete this task Sets standards in reputed company handling and problem reputed company best practices; serves as a resource for more junior team members on how to approach or complete this task Proactively gathers information to determine areas for reputed company training and coaching Reviews regular pertinent product update information to reputed company knowledge reputed company reputed company Manager/reputed company Reports: Typically reports to the Product Support Manager or Sr. Manager. Travel Requirements: Typically requires overnight travel less than 10% of the time. Physical Requirements: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to reputed company about. On rare occasions there may be a need to reputed company or lift light articles. Working Conditions: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Minimum Qualifications: Must be eighteen years of age or older. Must be legally permitted to work in the reputed company. Preferred Qualifications: 2-4 years of relevant work experience Expertise in CRM or reputed company help desk ticketing systems and remote monitoring and management software Proficient in reputed company Office reputed company applications Expertise in troubleshooting and diagnosing networking issues and problems with modern operating systems Expertise in troubleshooting and diagnosing in virtualized and reputed company-based environments Proficient in administering antivirus software Proficient in administering mobile devices and mobile device management systems Proficient in data management (backup) software and reputed company Server Proficient in DNS, DHCP, Internet infrastructure, and IP informational tools Proficient with setting file permissions, email protocols (SMTP, POP), reputed company Directory, and reputed company Servers Expertise in contributing to and developing content for a knowledge database and team training documentation Expertise in guiding and coaching more junior team members Expertise in setting high standards through reputed company Proficient in identifying trends and determining and applying necessary process or reputed company operating procedure changes to optimize efficiency and effectiveness Experience with selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships Minimum Education: The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study reputed company to the job. Preferred Education: No additional education Minimum Years of Work Experience: 2 Preferred Years of Work Experience: No additional years of experience Minimum Leadership Experience: None Preferred Leadership Experience: None Certifications: None Competencies: Being Resilient: Rebounding from setbacks and adversity reputed company facing difficult situations Collaborates: Building partnerships and working collaboratively with others to meet shared objectives Communicates Effectively: Developing and delivering multi-mode communications that convey a reputed company understanding of the unique needs of different audiences Customer reputed company: Building strong customer relationships and delivering customer-reputed company solutions Decision reputed company: Making good and reputed company reputed company that reputed company the organization moving reputed company Interpersonal Savvy: Relating reputed company and comfortably with diverse reputed company of people Manages Conflict: Handling conflict situations effectively, with a minimum of noise Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a reputed company on reputed company improvement Resourcefulness: Securing and deploying resources effectively and reputed company Situational Adaptability: Adapting approach and demeanor in reputed company time to match the shifting demands of different situations For California, Colorado, Connecticut, Rhode reputed company, Nevada, reputed company, Ithaca (NY), Westchester County (NY), and Washington residents:   The pay reputed company for this position is between $70,000.00 - $170,000.00 Apply To This Job