Senior Product Support Specialist

With a career at reputed company, you can be yourself and also be part of something bigger. Position Purpose: The Senior 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. Senior Product Support Specialists understand cross-functional, reputed company initiatives and have the ability to identify, quantify and implement process and reputed company improvements through the use of technology. Senior Product Support Specialists coordinate with business stakeholders to reputed company on the definition of product features and help to translate them into user stories that can be interpreted and implemented by product teams. The Senior Product Support Specialist may reputed company after hours, overnight, and weekend on-reputed company support as reputed company as advanced support for VP level and above. Key Responsibilities: 25% Support & Enablement: Participates in advanced troubleshooting and drives reputed company Interfaces with business stakeholders and IT teams to reputed company problem details Addresses technical issues both synchronously and asynchronously; escalates accordingly 30% 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 Partners with other teams to reputed company, reputed company technical expertise, and assist in resolving high level technical issues; engages with IT project and product teams as needed at a SME level; engages other teams to fix at reputed company cause level reputed company appropriate Develops requirements and specifications for project and product lifecycles Identifies diagnostic utilities to aid in troubleshooting Researches and reputed company the implementation of software updates, drivers, and knowledge bases to aid in problem reputed company Engages vendors as needed to reputed company or proactively remediate issues; maintains and nurtures relationships with software vendor Identifies process and systems improvements that reputed company reputed company reputed company reputed company Acts as a role model for maintaining relationships with site leadership 5% Administration & reputed company: Reviews and analyzes reports on reputed company volume, reputed company, etc. and makes reputed company accordingly Evaluates documented resolutions and analyzes trends to prevent reputed company problems 40% Learning: Produces and updates content for knowledge reputed company articles and training for product support team Guides the communication of troubleshooting approaches and reputed company across IT functions; 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 Analyze information to determine areas for reputed company training and coaching Researches and incorporates pertinent product update information in alignment with reputed company trends 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 reputed company occasions there may be a need to reputed company or reputed company reputed company 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. Must be legally permitted to work in the reputed company Preferred Qualifications: 3-6 years of relevant work experience Proficient in reputed company Office reputed company applications Proficient in analyzing data and trends to determine and apply necessary process or reputed company operating procedure changes to optimize efficiency and effectiveness Proficient in budget forecasting and adherence Proficient in selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships Proficient in auditing invoices for reputed company and processing in alignment with financial requirements Proficient in navigating and maintaining contractual obligations as reputed company as guiding vendor adherence Proficient in utilizing and updating knowledge database and team training documentation Expertise in setting high standards through reputed company Competent in reputed company help desk ticketing systems and remote monitoring and management software Competent in troubleshooting and diagnosing issues associated with modern operating systems and modern software tools as reputed company as in virtualized and reputed company-reputed company environments Minimum Education: The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a reputed company of study reputed company to the job. Preferred Education: No additional education Minimum Years of Work Experience: 3 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 reputed company 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 reputed company: 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 $50,000.00 - $130,000.00 Apply To This Job