Senior Technical Client Support Specialist

Customer SupportCustomer SupportFull TimeRemoteTeam 1,001-5,000H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

33 days ago

Salary

Not specified

Associate Degree3 yrs expExperience acceptedEnglishLinuxSQLUnix

Job Description

• Ensuring the delivery of high-quality technical support services • Providing the highest level of Client satisfaction • Understanding Fortna’s system and software functionality • Identifying Client problems and proactively monitoring Client systems • Resolving and following through with Clients while building support knowledge base • Promoting strong working relationships both internally and externally • Acting as both the Client and Fortna Level 1 Team's escalation contact • Understanding system and software functionality to identify Client issues • Maintaining logs of all Client calls, daily, weekly, and monthly to ensure completion in a timely manner • Creating reports to identify call incidents by Client and root cause

Job Requirements

  • (3-5) years of client support related experience
  • Proven experience in system/software support including troubleshooting, diagnosing and identifying issues
  • Knowledge/experience in operating system functionality (Linux, Unix, networking, QNX)
  • Basic electrical skills
  • Experience with SQL
  • Excellent documentation skills
  • Excellent oral and written communication skills with the ability to clearly articulate to all project members and stakeholders
  • Ability to work independently and see tasks through to completion
  • Ability to work well with technical and non-technical resources
  • Ability to take initiative, make decisions, and show confidence in decisions made
  • Strong interpersonal, organizational, time management and problem-solving skills
  • Ability to travel approximately 10% primarily domestically with the possibility of international travel

Benefits

  • Competitive salary
  • Health insurance
  • Professional development opportunities
  • Flexible work arrangements

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