Technical Support Specialist

About

Our client is a global technology company, based in Middlesex County, working in some of the most exciting areas where humans and technology intersect. This is a well-run, growing business whose products are used by Fortune 100 companies, major banks, tech giants, and government bodies.

The company is a market leader in hardware and software with a 20 year track record. Support is a great team with an experienced leader.

This is a company that hires people, not resumes :) The soft skills matter and from the top down, the company values people that deepen relationships with each interaction.

Responsibilities

Some of the job responsibilities include..

• Own and manage RMA cases end-to-end, from initiation through closure
• Automate support workflows
• Ensure clear, timely, and professional communication with customers throughout the RMA lifecycle.
• Entry and response of support incident in tracking system (Salesforce).
• Triage support requests and escalate to the next tier in a timely manner.
• Ability to troubleshoot system problems based only on the verbal or written information provided by the customer.

Qualifications

Application, production, SLA or database support backgrounds would be a great fit.