Technical Support Specialist (Jira, AWS, SQL, SaaS experience) REF 171
Required Experience
• Bachelors degree in Computer Science or related field, or equivalent experience
• Minimum four years in Technical Support Role with Application Support as the primary focus
• Excellent verbal and written communication skills. (English)
• Excellent interpersonal and customer service skills
• Excellent time management skills
• Strong analytical and problem-solving skills
• Technical understanding and mindset with Software Systems
• Proficient with Jira Service Desk, Confluence
• Ability to prioritize tasks and delegate
• Mindset to explain technical issues to technical and non technical customers and employees
• Experience with Data Visualization Tools (AWS Insight, SQL, Workbench etc…)
o Knowledge on SQL (How to Run/Understand Queries)
• Experience with S3, Windows Remote Desktop, Linux, AWS Transfer Family (or SFTP Models) Functionality
• Able to multi-task and perform in a fast-paced environment
• Proficient in MS Office suite of applications
Job Description
This is an opportunity for someone who is genuinely excited by new technologies, a constant appetite for something new and a passion for data. You will be working in a high-profile project with a significant opportunity for industry-level impact.
Responsibilities
The Technical Support Specialists have access to Jira Service Desk and Customer Data. There are various “client data reports” which are pushed from client applications to our infrastructure. The Technical Support Representatives initial focus is to review and document each challenge with the following type of questions:
Do I comprehend the challenge? (if there are doubts, discuss with a senior team member- check historical tickets for a similar pattern}
- What is required in my initial response {less is more, stick to the facts and outline an ETA}
- Is there documentation to support and provide a solution this challenge Email and Ticket Communication
- All mails/response’s are required to be proofed before sending to a customer.
- All mails/response’ must be read by the author at least twice.
- Mails/response’ must be accurate a specific to the questions or challenge.
- Any questions asked in the mail should be clear to the receiver.
The stream-aligned team addresses the complexities that are especially acute in client categorized related tickets stemming from Application Support, Education to Data Challenges by providing the right mix of domain specialization, diversity of skill and autonomy to address this domain.
In most cases, the Technical Support Specialist will engage directly with “technical and non-technical customers” as well as Team Members and therefore the ability to communicate with intelligibility is essential.
Working with customers is a major focal point. However, the Technical Support Specialist will also work closely with internal teams such as: Sales, Operations, Customer Implementation, Data Engineering. To achieve success, you will implement our hybrid agile methodology, liaise daily with your team members, constantly demand help and support while always providing questions and feedback.
Technical Support Specialists report to the Directory of Infrastructure & Technical Support
Preferences
Experience supporting SaaS applications
- Domain knowledge Data Visitation, Manipulation
- Technical Knowledge of Windows Server 2016+, AWS Cloud Services (S3, Ec2)
- Familiarity with Data Extraction, Data Processing and Data Analysis
- Understanding of Data Modeling
- At least four years in Technical Support Role with Application Support as the primary focus
- Bachelors degree in Computer Science or related field, or equivalent experience, preferred
Meetings
Technical Support Specialists are expected to lead or actively participate in the following meetings:
Daily Stand-ups (internal)
- Synchronize team’s work
- Discuss impediments / challenges blocking team’s work
- Production Related Issues
- Change/Feature Requests
Based on the company needs, the Technical Support Specialist will be required to actively participate in Special Projects or Task Forces.
How are the Data Analysts / BI Measured
Time of Created Ticket vs. Resolved
- Tickets Created vs Tickets Resolved MoM
- Time of Tickets in Open State
- Validation, Resolution Accuracy of Tickets
