Product Support Specialist

ServicePower; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

ServicePower is seeking a Product Support Specialist for its Global Customer Care team to provide third-line technical support for customers in North America and Europe. You will understand the ServicePower product set, share best practices, reproduce issues, work with partners to troubleshoot, and drive resolutions, while maintaining clear communication and SLAs.

Location: United States. On-site role with willingness to work flexible hours to support North American customers.

Qualifications

• IT degree or equivalent experience required.
• Strong communication and organizational skills essential.
• Experience supporting a complex in-house software package.
• Ability to write and understand SQL queries and database concepts.
• Willingness to work flexible hours for North American customers.

Responsibilities

• Utilize tools such as PERL, HTML, XML, Jira, AWS, PL/SQL, Qlikview, Tomcat to diagnose and troubleshoot issues.
• Work with development to provide detailed troubleshooting and escalation information.
• Communicate clearly with customers and adhere to SLAs; document actions taken.
• Own support tickets, manage queues, and ensure timely resolution.
• Collaborate with team members to balance workload and handle on-call rotations.
• Assist with outage coordination when necessary.

Skills

Effective communication

Highly organized

Detail oriented

Task management

APIs & Web Services

RDBMS queries (Oracle/SQL Server)

Windows system administration

On-call readiness

Flexibility in hours

Education

IT related degree or equivalent experience

Tools

PERL

HTML

XML

Jira

AWS

PL/SQL

Qlikview

Tomcat

Job description

ServicePower is a leading field service management software company focused on providing an exceptional customer experience, while delivering significant operational efficiencies. Trusted by organizations around the world such as GE Appliances, LG, Hisense and AIG, ServicePower offers the only SaaS platform that helps companies efficiently manage both employed and contracted workforces. Our mission is to enable delightful, transparent, and timely field service experiences.

Job Summary

The Global Customer Care team provides third line technical support for customers in North America and Europe for ServicePower Service Management products. As part of this team, the Product Support Specialist is expected to possess a thorough understanding of the ServicePower product set and how our customers use them. The Product Support Specialist provides best practices to customers for various ServicePower products, identifies and reproduces technical issues, works with internal partners to troubleshoot issues, and drives resolutions on each issue.

Location: United States Only

Responsibilities

• Utilize tools such as PERL, HTML, XML, Jira, AWS, PL/SQL, Qlikview, Tomcat to manage, diagnose, and troubleshoot technical issues.
• Work closely with the development team, providing detailed and thorough troubleshooting and escalation information.
• Prompt and clear internal and External communication, adherence to SLAs and proper documentation
• Taking extreme ownership of the customer experience while working to understand and resolve issues logged by our customers.
• Building rapport and managing expectations to ensure alignment on the severity of the issue and setting their expectations appropriately.
• Advocate when needed on the customer’s behalf when collaborating with internal partners.
• Manage individual queue of owned tickets, ensuring action items and documentation are up to date.
• Collaborate with team members to allocate incoming requests equitably amongst the team.
• Be available to take incoming calls through the Support Line and troubleshoot with customers on the phone.
• Assist with outage coordination when necessary.

Skills and Qualifications

• IT related degree or equivalent work experience.
• Ability to communicate effectively with people at all levels within a customer organization.
• Highly organized, detail oriented, and able to manage several high priority tasks.
• Experience of providing support for a complex software package developed in-house.
• Experience with RDBMS, including writing queries – Oracle and/or SQL Server and importing/exporting databases.
• Working knowledge of Windows System Administration
• Working knowledge of Experience with APIs and Web Services
• Working knowledge of multi-threaded application log file analysis
• Willingness to work flexible hours, as many ServicePower customers are based in North America.
• On call shifts may be required for out of hours emergencies.
• Some Public Holiday working may be required.

Preferred Experience

• PERL, HTML, XML, Jira, AWS, PL/SQL, Qlikview and Tomcat
• Experience in business process definition, analysis, BI reporting, or consulting