Product Support Specialist II

Phoenix, AZ | Direct Hire

Post Date: 11/02/2017 Job ID: 47617 Industry: Application Support



This position will be responsible for:
  • Escalation point for the Customer or support resources L1 or L2
  • Provide custom training for the Service Desk and L1/L2 for recurring problem identification, troubleshooting techniques and general product knowledge.
  • Responsible for problem management and process improvement.
  • Ensure CRM tasks are fully documented and resolved or escalated to Development within SLA guidelines.
  • Lead complex technical and process improvement projects that will increase productivity, customer service, system stability, etc.
  • Provide end-to-end troubleshooting of solution
  • Provide root cause analysis and recommend solutions for advanced support problems.
  • Proactively follows through on customer problems to ensure customers concerns are addressed accurately and promptly.
  • Act as a Liaison to the other business units  with specific focus on Development and Product Management teams.
  • Work with the other business units  to enhance its product line.
  • Adhere to the formal Change Control Process; act as an advisor to the organization for change process improvement.
  • Assist in running Beta/pilot programs
  • Maintain individual education and professional development plan, including annual goals.
  • Supports and adheres to company' s core values
  • Performs other duties or responsibilities as assigned or required
  • Ability to work autonomously and proactively with the customer
  • Travel requirements can be up to 50%


We are seeking experience and advanced knowledge with Windows desktop/server platforms and/or UNIX, Microsoft Office products, SQL Server and/or Oracle database management and queries, Networking, and Scripting
  • High degree of analytical skills; able to complete methodical root cause analysis
  • PowerShell and .Net Framework knowledge
  • Self-motivated, proactive, able to work under stressful conditions
  • Ability to lead projects activities
  • Ability to multitask and prioritize
  • Excellent communication, documentation, and customer service skills

  Required Experience:
  • 3-5 years of experience working on or directly with a Technical Service Desk.
  • In-depth network and systems/server administration knowledge
  • Bachelor' s degree in electronics, computer science, or related field.
  • An equivalent combination of education and experience will be acceptable.

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