Application Support Engineer
Surge Technology Solutions Inc - chicago, IL
Apply NowJob Description
Emp Type : W2 or 1099........ (No C2C)Visa: H1B, OPT, H4EAD, GCEAD, L2, Green Card, US Citizens (Only USA Applicants)Workplace Type: Hybrid - Chicago PeoriaExperience: 5+ YrsPosition's Contributions to Work Group:- Serves as an eCommerce workstream Product expert Subject Matter Expert. Stays current with all digital products and applications associated with their respective workstream- Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal for every interaction.- Triage Troubleshooting - also support to Tier 1 Supplier agents- Tactical - Timely resolution and follow-up with customer & dealers - Issue identification - reports in all forms from customers, dealers, industry reps and subsidiaries.- Issue investigation - basic triage, statistical analyses, basic testing and analysis of application failures, etc.- Resolution of commitments - formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.- Manages hand-upsescalation paths in support of daily operations. - Manages requests to the urgency defined by our service level agreements.- Serves as the primary point of contact for Tier 1 for the lines of business the Digital Prod Service Engineering supports.- Supports continuous improvement efforts.- Creates and updates self service and Tier 1 support knowledge articles for digital products and applications.- Analyze and develop new customer service rep training or customer self- service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.- Support Digital Product training for CSRs - Supports the development and maintenance of Business Rules- Validate and create process maps- Provides input to digital product and application support teams.- Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.- Employee is also responsible for performing other job duties as assigned by management fromtime to teraction with team:- Team consists of 8 folks on immediate team, working with primarily supplier tier 1 Support support agents ( 50 people)- Working internally with various Depts.Work environment:- Hybrid work model ( 1x in office as of now)Education & Experience Required:- Preferred college or university degree, technical certification andor equivalent experience.- At least 2 years of experience in product service support, application support, or equivalent support work.Technical Skills (Required)- Interpersonal skills to deal with sensitive, emotional or potentially controversial situations.- Ability to influence behavior change in people (including customers, suppliers, other employees, dealers, etc.) andor obtain the cooperation and commitment of others as needed- This position should be familiar with project management methodologies as they will participate in multiple projects representing expertise for the application or process.- Experience with the use of Salesforce, specifically for Customer Relationship Management- Experience in Contact Center Operations, specifically related to customer experience andor customer support- Vendor Management experienceSoft Skills (Required)- Strong planning and communication skills- Strong critical thinkingproblem solving skills- Excellent customer service mentality.- Strong attention to detail- Initiative andor independent problem solvingDisqualifiersRed Flags:- Choppy tenure (if the role was a project, please make sure that is clear on resume and that they completed the project).- Grammatical errors on resume.- If the candidate does not have experience working in a team environment, they would not do well in this role.- If the candidate's current residencelocation is not on resume, they will be DQ.- If candidate is not local, but open to relocating on their own dime, please make sure that is clear on resume.Please forward your resume and contact details to or can call on 832-990-6448
Created: 2024-10-20