Senior Technical Support Specialist

Company: OnSolve
Location: Albany
Posted on: February 15, 2020

Job Description:

Department:--Support ServicesReports to:--Senior Director, Support ServicesLocation:--Must be able to report to a local office in--Albany, NY--OnSolve: Always On. Solving Problems.OnSolve is the market leader in real-time, mass notification and collaboration solutions used by the world's largest brands and thousands of government agencies to deliver critical information in any situation. Mass notification and collaboration is an essential element of emergency response and business continuity planning, keeping teams on track and coordinating during critical events. The OnSolve suite of critical communication tools is a key component of the business continuity, emergency response, IT alerting, employee safety and security programs of every organization we serve. Visit us on the Web at--onsolve.com.Job SummaryMaximize customer success by continuously providing friendly and compassionate communication to create customer champions to guarantee retention, loyalty, and organizational growth.----ResponsibilitiesExpertly identify, diagnose, and isolate customer affecting issues, understanding the differences between network infrastructure and software application problems.Readiness to participate in escalation events.Timely follow-up and collaboration with other departments to ensure effective problem resolution.Recognize common trends and think of ways to solve them permanently.Escalate client issues as needed to Network Operations Center, Product Management or Supervisor.Provide detailed and accurate diagnosis to Client Support, Production and Engineering.Import customer data as required, using the company's data import tools; check data before, during, and after to assure its correctness.Capture customer enhancement requests/service suggestions in CER repository.Participate in testing new features and versions of OnSolve products.Create and evolve department Standard Operating Procedures and internal documentation.Other duties as assigned.Cultural ResponsibilitiesCreate a safe and welcoming environment for fellow teammates and coworkers.Enhance OnSolve's client support relationship with customers, providing each excellent support that fosters loyalty and account retention.Be aware of the different ways and reasons for which customers use the service.Review colleagues' cases for accuracy and troubleshooting suggestions.Assist level 1/2 associates with system knowledge, case entering and best practices.Represent the company's mission of success.Qualifications--3-5 years of SaaS customer service experience preferred.Working understanding of MS SQL and relational database queries.Intermediate knowledge of Windows networking, paging, telephony, wireless technologies and software (Web browsers, Windows Servers, databases, etc.) technologies.Customer-centric focus with a sense of urgency.Ability to grasp new technical products quickly and accurately.The ability to work under pressure when necessary, and the willingness to go beyond what is expected in order to achieve the best results.The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.--OnSolve is an equal employment opportunity/affirmative action employer.--All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Keywords: OnSolve, Albany , Senior Technical Support Specialist, IT / Software / Systems , Albany, New York