Position Purpose:

The Product Support Technician II is responsible for handling Tier 1 & Tier 2 support requests, guiding callers through problem resolution, managing open tickets, as well as escalations and outages, and training and developing other team members.

As a Product Support Technician II, you will actively listen to and enable end users with solutions to complex problems. In addition, you will be responsible for call documentation and escalation as necessary.

Key Responsibilities:

• 30% - Administration & Operations - Documents all pertinent end user identification information including nature of problem. Records, tracks, and documents the problem-solving process for each ticket
• 30% - Delivery & Execution - Performs software installations for customers. Documents, reviews and ensures that all quality and change control standards are met. Applies diagnostic utilities to aid in troubleshooting. Accesses software updates, drivers, and knowledge base to aid in problem resolution. Tests fixes prior to closing tickets to ensure problems have been adequately resolved. Interacts and builds relationships with site leadership where applicable. Collaboration with Tier 3/Dev teams to improve products, discuss trends, improve our troubleshooting capacity, and knowledge transfer.
• 10% - Learning - Participates in formal and informal training sessions to gain new skills and knowledge. Reviews regular pertinent product update information to keep knowledge current. Contributes to and updates knowledge database and team training documentation. Collaborates with other team members to share and exchange information.
• 30% - Support & Enablement - Fields, addresses, and prioritizes incoming help requests via phone, chat, webforms, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordingly. Monitors system updates to remain aware of common problems users are experiencing. Actively listens to and builds rapport with end users to elicit problem details. Serves as Tier 1 escalation path and handles priority escalations that come to them. Engages in Incident alert process and SWAT call engagement.

Direct Manager/Direct Reports:

• This position reports to the Product Support Supervisor
• This position has 0 direct reports

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

• Must be 18 years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Experience with CRM or standard ticketing systems and remote monitoring and management software
• Experience with Microsoft Office standard applications
• Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems
• Experience with virtualized and cloud-based environments
• Familiarity with administering antivirus software
• Familiarity with administering mobile devices and mobile device management systems
• Understanding of Data management (backup) software and Windows Server
• Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools
• Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Minimum Years of Work Experience:

• 1

Preferred Years of Work Experience:

• 1

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• No previous leadership experience

Certifications:

• None

Competencies:

• Being Resilient: Rebounding from setbacks and adversity when facing difficult situations
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Customer Focus: Building strong customer relationships and delivering customer-centric solutions
• Decision Quality: Making good and timely decisions that keep the organization moving forward
• Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
• Manages Conflict: Handling conflict situations effectively, with a minimum of noise
• Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder
• Resourcefulness: Securing and deploying resources effectively and efficiently
• Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations