Technical Support Advisor – Career Builder, Norcross GA
TEKsystems is recruiting for a Technical Support Advisor for Career Builder in Norcross, GA. Top three skills:
- Customer Service – this is non-negotiable. This person must be able to build relationships and diffuse irate customers.
- Application Support – this person must learn the business processes behind applicant tracking systems and be able to determine user error from technical error.
- Technical Acumen – these people will learn XML, SQL, and PHP on the job. We want someone who has tinkered with software and/or hardware previously. We are not looking for helpdesk people. This person needs to be passionate about software and come from a software background or have a desire to get into it.
The Technical Support Advisor – 1 will be the first point of contact for all customers. They will be responsible for taking calls and existing tickets and triaging those tickets into one of a couple of categories. They have the option to escalate to level 2 if is an application issue of low to moderate complexity. The can troubleshoot it themselves. They can send the issue to the customer success manager if it a user education issue. Finally, they can escalate it to the development teams if it is a deep technical or configuration issue. The TSA1 will be expected to have the highest customer service skills and be able to deal with customers of all levels. This person will often have to diffuse irate customers and get the details of issues from difficult users. These people will be the voice of this product to the end users, so professionalism, product knowledge, and customer service skills are all of the utmost importance.
The tier 1 ticket queue is a salesforce.com application. Tickets will be logged by TSA1s and will come in directly through email ticketing systems. There will be separate queues for the TSA2 group and the CSM team.
The Technical Support Advisor – Level 1 will be responsible for triaging all incoming customer contacts through phone, email and tickets submitted. The ideal candidate will be customer-focused, a strong communicator and fast learner committed to enhancing their expertise in software. We are a growing team who is looking for strong candidates to help us build the best service experience in the HR SaaS space. The key goals will be:
1.) Handling inbound customer activity
a. Investigate cause and technical impact of customer issues of varied complexity and/or urgency. Perform basic technical troubleshooting within our software and accurately identify system bugs to escalate. Identify opportunities to educate customers on how to better use the system tools.
b. Clearly communicate resolution in layman’s terms directly with customers in writing or via phone.
c. Escalate tickets with proper detail and documentation to Level 2 team. Collaborate with Level 2 team on resolutions as necessary.
d. Tracks customer interactions 100% to keep accurate records of impact for future growth of team.
e. Work within established time frames for delivery.
2.) Software Expertise
a. Become an expert in our system’s functionality and how recruiters use our software. Understand configuration changes vs customizations, as well as intended functionality.
b. Understand at an advanced level our software’s integration with our client and other third parties.
3.) Technical Support Team Development
a. Share ideas with team collaboratively. Ensure team’s focus remains on customer. Take ownership of projects and pulls through.
b. Builds strong working relationship with development team and provides feedback on recurring customer challenges and development roadmap
1.) Bachelor’s Degree in Computer Science or equivalent
2.) 1-2 years of experience working in technology environment
3.) Excellent communicator, verbally and in writing
4.) SaaS and/or Software background strongly preferred
5.) Ability to learn very quickly
6.) Strong attention to detail is a must
7.) Adaptable to change; we are a new department and are evolving constantly!
This is a critical group of hires for this group. At the beginning of the year, there were 3 people in the group. They need to grow to 20 or more by year end. These hires will enable them to expand their business by freeing up the sales people to find new business. It will also free up the Customer Success Managers to be hands on with the education and configuration aspects of this software. That allows them to expand their offerings at existing customers while driving customer satisfaction. In order for this platform to grow, this team needs to be at 9 members and have the right processes in place to ensure smooth operations. We have the opportunity to help this team and the CSM team grow.
This is a SaaS company that functions as a startup within the parent company. This product is the first effort to build out the SaaS offering in the portfolio. This product serves as an Applicant Tracking System. So, the end users will be recruiters who are working through their daily work flow.
To apply, contact:
Mike Burruss | Technical Recruiter
T 404.682.5824 | F 404.682.5890
Ten 10th Street, Suite #1000, Atlanta, GA 30309
Posted in Jobs for IT Grads