Sr Product Support Tech


Louisville, KY

Industry: Business Services


Less than 5 years

Posted 349 days ago

Job Description:

The Sr. Product Support Rep is an integral part to the Customer Experience Team based in Louisville, KY – one of Louisville’s Top Best Places to Work for Four consecutive years in a row!

Responsibilities include handling all support, including supporting customers who use the products along with monitoring and troubleshooting the product.

The expectation for this position is to be able to solve a high percentage of customer inquiries via Phone, Email and Support Ticketing System, work directly with the external Customers and internal Team Members to identify and resolve customer issues.

Responsibilities/Key Tasks:

  • Assist customers with the use of the product. Collect, analyze and solve customer-facing issues based on the facts presented by the customer and knowledge of the product line.
  • Being an integral part in a team environment and act as central subject matter expert for more complex issues and customer inquiries.
  • Manages high profile client relationships
  • Maintain help desk tickets with current information and provide and update support documentation as required.
  • Maintain Email, Phone and Ticket response times in accordance with SLA’s.
  • Works with otherInternal Departments to determine the root cause of customer facing issues
  • Provides timely escalation of issues within organization as necessary
  • Drive network and system issues to resolution within Neustar.
  • Drive strategic business decision making through detailed analytics, insights and Real-Time reporting on Key Performance Indicators (KPIs) and financial results
  • Available for multiple schedules for 24x7x365 support hours.
  • Use Tableau to create innovative executive dashboards, scorecards, and weekly/monthly reports on the status of key business measurements
  • Possessing a methodical and disciplined approach to problem solving  
  • Possess the ability to communicate and work with Engineering and Development staff. 
  • Troubleshooting, fault identification, diagnosis and resolution; address implementation questions and assist in trouble-shooting issues/defects found in the test environments and during sprints of new platform releases.
  • Being an integral part in a team environment and act as central subject matter expert for more complex issues and customer inquiries

Qualifications/Education Requirement:

  • Bachelor’s degree or technical concentration preferred.
  • At least 3-4 years of customer support/helpdesk experience or telecommunications industry experience 
  • At least 3 years of providing in depth technical application support. 
  • Strong clear verbal and written communication and presentation skills is required
  • Strong Custom Relationship Management (CRM) strategy and service ethic
  • Excellent interpersonal skills and able to communicate with a wide range of clients
  • Excellent analytical, research, numeracy and problem solving skills.
  • Strong decision making skills and the ability to take the lead
  • Confident consultation skills demonstrating comfort approaching customers
  • Ability to explain complex information in simple terms and deliver clear and concise client recommendations
  • Ability to multitask and leverage escalation procedures.
  • Experience in troubleshooting Oracle database (SQL query) and Unix/Linux
  • Experience using Java, XML, HTML, CORBA, SOAP interface, network protocols
  • Salesforce or similar ticketing system a plus.
  • Familiarity with market research, statistical methods, big data, segmentation/modeling approaches, ad tech, and marketing concepts a plus.
  • Proficient in PowerPoint for some slide creation and editing
  • Proficient in Excel including pivots and reporting as needed
  • Experience in Tableau a plus.
  • Basic scripting knowledge (ruby/perl/python ) a plus
  • Splunk or similar reporting/analytics tool) a plus.