Under the direction of the Vice President, Service, the Director of Service is responsible for leading the organization’s comprehensive service delivery function, encompassing but not limited to technical support, service operations, project services, client experience, cybersecurity, and continuous improvement initiatives. This role ensures the seamless delivery of end-to-end service operations and fosters strategic alignment between IT service management and broader organizational goals.
The Technical Support Specialist provides technical support to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems. You will have frequent phone and email interaction with our customers and require the development of in-depth technical product, SQL, network and server knowledge and exceptional customer service skills.
The Technical Support Analyst will provide responsive technical support to Kinaxis' customers, on a global basis in a 24/7 environment, with a focus on resolving customer issues and ensuring their ongoing success with RapidResponse. This role will work as part of a broader team of Analysts in a high volume / impact environment pairing strong technical knowledge with a customer first mindset.
At Huntress, the team is focused on protecting customers against cybersecurity threats, valuing transparency and honesty. As a Product Support Specialist, you will interact with customers, ensuring world-class support and resolving inquiries efficiently. This customer-facing role requires a customer-centric mentality as the first point of contact for technical support.
Serves as the first line of contact and support for BCC Software’s customers in a telephone support environment. Develops and maintains knowledge of BCC Software’s Windows and Linux products. Assists customers with questions, problems, or technical issues with the company’s software products. Troubleshoots customer software and hardware issues, recommends resolution strategies, ensures follow-up and optimal satisfaction.
Create historic records that clearly outline how our service is being utilized and pinpointing where possible issues could arise. Parse code visually to see what the customer’s code is doing and having the knowledge of the B2 and S3 compatible API’s to discern what is going on in the user code. Be a liaison to our larger customers and reach out to them for technical checkup on a scheduled basis.
Provide front-line technical support to end users by responding to inquiries, troubleshooting issues, and ensuring timely resolution of hardware service requests. This role is essential to maintaining productivity and user satisfaction by delivering high-quality support across hardware, software, network, and system-related issues. As a central point of contact, leverage knowledge bases, escalation paths, and service management tools to resolve incidents efficiently.
Field customer inquiries by finding innovative ways to respond to questions, issues, and concerns. Connect with customers via phone, email, chat, and social media to resolve their questions or concerns. Calmly attempt to resolve and de-escalate any issues. Escalate interactions when necessary and appropriate. Respond to requests for assistance and process payments. Track all call related information for auditing and reporting purposes. Provide feedback on call issues and upsell if required.