Technical Customer Support Specialist - Testing Automation Saas
Our client is a global leader in software testing Saas for enterprise ERP customers. They are looking for a TechnicalCustomer Support Specialist. This position is office-based in Hackensack, NJ with some possibility for telecommuting after the initial onboarding training is completed. As a member of the Support team, your goal will be to provide fast and friendly world-class support.
• Maintain ownership of support requests until resolved; collaborate with other teams as needed and set customer expectations.
• Provide problem analysis and resolution for a remote customer base.
• Ensure support requests are handled in a timely manner and escalated if necessary.
• Become a subject matter expert in SaaS products (on-premise installation components and cloud components)
• Provide accurate and timely feedback for purposes of measuring, tracking and driving continuous service level and product improvements.
• Bachelor’s degree, with a minimum of 2 years of technology experience (Computer Science, Information Systems or related fields)
• At least 3 years experience with technical customer support in software companies.
• Strong Windows workstation/servers OS knowledge.
• Strong analytical, troubleshooting capabilities and problem-solving skills, strong attention to detail and self-motivation.
• Work effectively under high pressure in a business-critical environment.
• Excellent multitasking skills and ability to prioritize tasks, superior communications skills.
• Technical knowledge and hands-on experience with Testing platforms / SAP / Oracle applications.
• Internet security and networking knowledge.
• Good understanding of software development processes.
• Experience in understanding and reading logs, traces, and basic SQL queries.