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Technical Support Representative I

TEKsystems

06/04/2021

Posting ID: JP-002149136

Full Time
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100% REMOTE Technical Support Representative Position w/ Top Contract Lifecycle Platform (CLM) Company in the Country – Actively Interviewing!!

Description:

Why join this company?

•They were named as the market leader in every category in the Gartner Critical Capabilities for CLM report, and a market leader in the Gartner Magic Quadrant. Contract Lifecycle Management (CLM) is one of the fastest fully growing areas of enterprise sales, with a TAM projected to climb from $2B to $7B in the next 5 years.

•Their Contract and Commerce Lifecycle Platform has won over a dozen awards, including the Editor's Choice award from PC Mag, for the past five years in a row.

•They have a highly differentiated value proposition which is uniquely appealing to enterprises: pre-built applications with a deeply configurable, no-code platform for integrated Business Process Management throughout an organization.

•They are pioneering the applied use of Artificial Intelligence to enable next-generation business commerce at organizations ranging from small enterprises to U.S. government agencies and Fortune 100 companies.

•They are the only company in the industry with the confidence to provide an unconditional satisfaction guarantee, and you too will be successful with them.

•As the leader in the CCLM market, they are winning many Enterprise deals and looking to hire the best talent to meet this demand with a competitive compensation plan that rewards overachievement.

Position Overview:

You will be a part of our Technical Customer Support team, responsible for handling technical customer support for our product by phone, web, and email and working with developers to resolve critical issues for customers in a timely manner.

In addition, once experienced on our product, you will be engaged in designing and implementing the software solution to meet the business needs of clients that range from industry giants such as Chevron and NEC to tiny startups. Each customer needs something different, and we are hiring support analysts who will find creative solutions for these requirements.

This requires a deep understanding of the software and the ability to see issues from the customer's perspective. The breakthrough we made at here is that the software can be configured to meet all these different needs without writing a line of code. Everything is done through a wizard-based customization interface using a standard browser.

The ideal candidate has a strong analytical and logical mind, technical experience, good judgment, people skills, and excellent attention to detail in this position.

The ideal candidate has 1-2 years of experience in a technical support role.

Job Responsibilities:

•Answer and respond to phone, email, and chat inquiries from our customers.

•Provide excellent customer service to all customers, partners, and internal stakeholders when interfacing with them

•Assist with software installations

•Follow all ticket SLA and notation departmental guidelines

•Document issues, file and follow up on customer problem tickets.

.Work with the Engineering team to resolve customer problems.

•Learn our software product inside and out.

•Become knowledgeable about products with which we integrate, such as Active Directory, LDAP, Outlook, Word, Excel, and Salesforce.

Job Requirements:

•1-2 years of experience in a technical support role.

•4-year college degree preferred.

•Intelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging program.

•Experience with database concepts, web-based technologies, and operating systems.

•Excellent trouble-shooting and analytical skills, desire to solve problems and make things work.

•Good judgment, capacity to independently evaluate situations and identify the optimum course of action.

•Excellent written and verbal English communication skills.

•Ability to interact politely with the occasional difficult customer.

•Ability to manage multiple tasks and set appropriate priorities.

•Initiative in seeking ways to contribute to the success of the company that go beyond a narrow definition of job responsibilities.

•Programming or IT/Sys Admin experience a plus.

Technical Skills:

Customer support, Windows 10, technical support, LDAP, active directory

Additional Skills:

Ability to pick up new things quickly

Bug troubleshooting

Working with customers

Technical Experience

Additional Skills & Qualifications:

Hours of Operation:

• 1 morning PST tech. Rotating onto weekends as well – Sat – Weds with Thurs and Friday off.

• 1 morning PST tech. Monday – Friday

• Likely working some weekend shifts.

100% Remote. Entire team is remote.

High Level Tickets:

Bug Investigation- Working with customer and reproducing the issue and handing to development team

Investing Logs

End User: Depends on client/Ranges from non-tech individual to IT Manager

Incoming Calls:

Alerts in Security Software

Troubleshooting Bugs

Navigating Software

Workload:

Varies, High workload at the moment

Average Ticket: Can take anywhere from a few minutes to 4-5 hrs, Some tickets take weeks.

Growth:

Tiered the teams to increase growth ops, people are actively being promoted

After moving thru the tiers of technical support teams can move into Support Engineers, QA, Dev, Lead/Mentors

Extensive Training:

60 Days

Classroom setting

Guided Walk-Throughs

Implementation Portion

Measuring candidate success thru ability to troubleshoot and rebuild software

Experience Level:

Intermediate Level

As part of our dedication to the diversity of our workforce, our client is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Contact Information

Recruiter: Isabelle Rudolph

Phone: +14153436058

Email: irudolph@teksystems.com

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