Systems Support Specialist - Remote Mexico

The Results Companies; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading customer experience partner is seeking a Systems Support Specialist to enhance client support. This role involves troubleshooting and resolving technical issues while creating documentation to improve user experience. Join a collaborative team committed to delivering top-notch customer service across various educational segments.

Qualifications

• 2+ years in IT, Business Analysis, or related field.
• 6+ months experience with Microsoft SQL.

Responsibilities

• Interact with users to identify and document technical issues.
• Conduct research to implement solutions using user guides.
• Create and improve support documentation for internal use.

Skills

Technical investigation

Troubleshooting

Collaboration

Education

Bachelor’s degree in computer science

Job description

Systems Support Specialist

The Systems Support Specialist will act as an escalation point for client Subject Matter Experts and serve as the primary contact for client technical teams. Through technical investigation, troubleshooting, and collaboration across D2L teams, the Systems Support Specialist will provide a world-class support experience for D2L Administrators across the Enterprise, Higher Education, and K-12 segments.

Responsibilities:

• Utilize electronic communication channels such as chat, phone, email, or case tracking systems to interact with users facing technical issues, effectively identifying and documenting problems.
• Conduct thorough research and implement appropriate solutions using user guides, technical manuals, and relevant documents.
• Identify and correct improperly configured installations.
• Replicate, diagnose, and resolve technical problems employing troubleshooting techniques to ensure prompt resolution.
• Create, update, and resolve support cases within defined Service Level Objectives.
• Improve product and tool design through the creation of Software Defect reports and Feature Enhancement reports.
• Develop support documentation, including FAQs and Knowledge-based Articles for internal and client use.
• Participate in collaborative troubleshooting to identify root causes of complex issues.

Qualifications:

Required Education and Experience:

• Bachelor’s degree in computer science or equivalent technical experience.
• At least 2 years of experience in IT, Business Analysis, or a related field.
• Minimum of 6 months experience working with Microsoft SQL.

Preferred Education and Experience:

• Experience at ResultsCX or within the BPO industry.
• Helpdesk environment experience.
• Experience with LMS administration and support.
• Experience with Salesforce or other ticketing systems.

About ResultsCX

ResultsCX is a leading customer experience partner to Fortune 100 and 500 companies. We design and deliver digitally influenced customer journeys that foster satisfaction and loyalty, while enhancing efficiency and reducing costs. With a 30+-year track record, over 20 global hubs, and approximately 20,000 employees, we specialize in analytics, CCaaS, and our AI-powered SupportPredict platform. We pride ourselves on a high-performance, engaging culture that delivers innovative customer experiences for our clients.

ResultsCX is an equal opportunity employer and considers all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or other protected characteristics.

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