Technical Product Support Specialist III

Role and Responsibilities

• Under general supervision, conducts logical analysis of complex customer issues and management information requirements associated with the Network Planning and Optimization suite of products.
• Researches and validates application, back-end or technical issues to aid customers in understanding product functionality and outputs.
• Develops a thorough understanding of the suite user interface in order to investigate customer queries and issues.
• Works collaboratively in a team environment with account managers, implementation and development resources to meet customer expectations regarding the resolution of maintenance issues / service requests.
• Recognizes repetitive customer issues to facilitate the development of quality products.
• Communicates effectively in written and spoken English with co-workers and customers around the world.
• Responsible for successful completion of training provided by the company on the designated product suite of support.
• Assumes responsibility for their own training and increasing their knowledge base as it relates to this position, making a personal commitment to use all resources available to achieve this goal.
• Makes a conscious effort to contribute value-added services and ideas to our customers.
• Demonstrates effective teamwork skills.
• Consistently meets established KPI targets tied to yearly DPM objectives.
• Shows basic proficiency using Salesforce.
• Monitors and resolves the issues that are reported by the customer. Must have the ability to evaluate the impact of the issue to the customer and escalate issues. Act as the lead interface with the customer, internal or external, regarding support on our products.
• Ensures that approved methods, processes, and tools are consistently used.
• Ensures that customer needs are satisfied by providing specific product support. Manage efforts of company, customer, and third-party vendors to ensure that an integrated solution is provided to meet the customer's need and within organizational expectations.
• Will deliver the highest level of customer service and satisfaction while continuously demonstrating excellent teamwork, interpersonal skills, and commitment.
• May hold scheduled calls with customers to review Service request status and prioritization.
• On-call duties will be required.
• Demonstrate sense of urgency for sensitive issues.
• Participate in customer visits and cutover support.
• Collaborate in drafting and reviewing customer communications.
• Contribute to the development of Product Analysts by assisting them with their daily work (mentoring)
• Show a passion for the Network Planning and Scheduling world and ability to become a domain expert while training others.

Requirements

Must be organized, able to multi-task and work in all areas as needed.

Skills Required

Salesforce, Excel, Sql