Technical Solutions Specialist
Telestream, LLC
- Beaverton, OR
- Permanent
- Full-time
- Responsible for triage, troubleshooting, customer and internal communication, problem resolution and customer escalation through root cause analysis if necessary.
- Assisting other teammates as needed to collaborate on resolutions.
- Write and maintain documentation concerning the support processes, internal tools and scripts, including training material.
- Communicate customer needs internally to immediate management, Sales/Professional Services, product and Development Groups.
- Communicate with customers throughout the case lifecycle and initiate customer call back after problem resolution to ensure customer satisfaction.
- Participate in on-call rotation for off-hour support and rotating shift to staff 24x7 global support model. Ability to participate in on-call rotation is a must.
- Assist in the identification of application hardware/software failures that can be addressed through patches, upgrades configuration changes, solution redesign and software development (bug reporting and solution implementation).
- Responsible for SLA adherence in terms of first response and resolution times to ensure that service objectives are met.
- Creating engineering tickets for bugs while maintaining ownership of the ticket from start to finish to ensure customer satisfaction
- Employee must be able to relate to other people beyond giving and receiving instructions:
- Can get along with other coworkers or peers without exhibiting behavioral extremes
- Perform work activities requiring negotiating, instructing, supervising, persuading or speaking to others
- Respond appropriately to constructive criticism from a supervisor/manager
- Bachelor's degree in computer sciences or related field of study or equivalent combination of education and experience
- 2+ years' experience in Information Technology and/or Software Support
- Excellent communication skills both verbal and written
- Experience supporting cloud and on-prem solutions with an emphasis on cloud
- Excellent interpersonal skills and a collaborative style
- A demonstrated commitment to high professional ethical standards and a diverse workplace
- Proven technical and analytical skills
- Ability to Understand complex workflows across multiple servers and mediums
- Solid experience in problem analysis and resolution of software problems
- Proven ability to function in a self-directed environment
- Troubleshooting skills including but not limited to:
- Ability to manage multiple tasks and priorities
- Persuasive with details and facts, skill for setting customer's expectations
- High comfort level working in a diverse, rapidly changing customer service environment
- Candidate must be able to work within a flexible team and independently with minimal management oversight
- Troubleshooting skills including:
- English although multi-lingual (Spanish, French, Portuguese) a plus