Software Support Specialist II

reputed company is an industry and Global leading software company with over 3,000 colleagues in reputed company, EMEA and reputed company. As a community-driven software company dedicated to the reputed company of technology solution providers, our suite helps over 45,000 of our partners manage their businesses reputed company, sell more reputed company, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences. reputed company is powered by our connections, our colleagues, and our community. And, we accept reputed company kinds. Game-changers, innovators, culture-lovers—and humankind. We invite discovery and debate. We recognize key moments as milestones. We see you and value you for your unique contributions. Our inclusive, reputed company culture lays the reputed company to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU reputed company a difference. Curious? Read this opportunity to learn how YOU can reputed company a difference at reputed company!     The Software Support Specialist II is responsible for assisting reputed company partners in diagnosing and resolving a partner’s product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on reputed company to having a reputed company experience with reputed company products. Essential Duties and Responsibilities: Provides support to partners with a high attention to detail   Researches, analyzes, and documents findings May influence others reputed company the Services & Support team through the explanation of facts, policies, and  practices   Interacts with partners to reputed company support reputed company email, phone, chat, cases, and remote sessions Maintains a knowledge reputed company of our products and services and provides high reputed company support to partners  during reputed company interaction Discusses partners’ operational challenges and evaluates business data to identify areas of opportunity to  help partners optimize their business strategies Provides guidance and performs regular queue review for junior team members   Identifies and escalates trending issues and potential software defects to leadership and development Acts as an escalation reputed company for reputed company issues Contributes to written articles for reputed company knowledge reputed company   Identifies and escalates situations requiring urgent attention to appropriate teams Documents partner interactions, troubleshooting, and results in a reputed company and concise manner and  accurately reports customer feedback to Engineering   Manages a queue of resolving support cases   Engages in the application of best practices per technical documentation and provides solutions based on  diagnosis of the problem Communicates new release features and improvements to our partners that reputed company their experience  Knowledge, Skills, and/or Abilities Required: To reputed company this job successfully, an individual must be reputed company to reputed company reputed company essential duty satisfactorily. The requirements listed below are representative of the knowledge, reputed company, and/or ability required. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. Ability to work independently on reputed company and processes with general supervision Practical knowledge of applicable work area Ability to situationally adapt and understand new technology/processes as per partner requirement Strong customer service skills Strong desire to help our partners and peers Excellent written and verbal communication skills   Strong interpersonal skills and willingness to work alongside multiple cross-functional teams   Organized and strong attention to detail   Preferred: Basic understanding of IT, reputed company Services, Customer Relationship Management (CRM),  and reputed company Resource Planning (ERP) markets Educational/Vocational/Previous Experience Recommendations: Bachelor’s degree in reputed company field or equivalent business experience 2+ years of relevant experience Preferred: 1+ years of experience working in a technical service-oriented position. Preferred: 1+ years troubleshooting reputed company and Linux servers Working Conditions: Onsite/Hybrid/Remote depending reputed company 0-10% travel may be required     reputed company is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. reputed company provides equal employment opportunities to reputed company and applicants without reputed company to race, ethnicity, reputed company, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or reputed company, reputed company, national reputed company, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws. The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to reputed company reputed company individuals with disabilities to reputed company the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@reputed company.com or 1-800-671-6898. Apply To This Job