Technical Support

Description:

• Answer inbound requests (calls or emails) and requests logged via Salesforce ticket solution

• Provide Tier2/Tier3 Technical support directly to customers

• Provide onboarding support for customers utilizing the API integration services

• Gain and maintain a thorough understanding of supported business area(s)

• Maintain documentation around technical support

• Ensure that all required documentation is complete and stored appropriately

• Develop requirements for process or system improvements which may span multiple business domains by partnering with stakeholders and appropriate function areas then document the details necessary to help the development team fully understand what is to be built

• Triage requests and determine business priority

• Replicate reported system defects and create Jira items with steps to reproduce

• Provide on-the-spot training to customers as needed

• Provide first call resolution to at least 60% of inbound requests

• Provide call backs for items within their range of knowledge which couldn’t be handled previously due to time constraints and/or prioritization

• Continually update business / application delivery staff with information regarding and recurring/abnormal/critical issues

• Provide on call support on team schedule

Skills:

website, Technical support, Customer service, agile, ticketing system, Support

Top Skills Details:

website,Technical support,Customer service,agile

Additional Skills & Qualifications:

Strong understanding of Websites and API's would be preferred.

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.