Technical Support Analyst - Test

Spok, Inc.; Virginia, Town of Springfield (IL, WI); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Spok, Inc. seeks a Technical Support professional to troubleshoot and resolve customer inquiries at the Help Desk, apply application patches, and provide timely guidance for production systems, focusing on quality and customer satisfaction.

You will document procedures, create knowledge articles, perform root cause analyses, coordinate with vendors when needed, and maintain strong customer relations while contributing to process improvements.

Qualifications

• Technical degree in related field and 2-5 years of previous customer service experience troubleshooting software applications.
• Must complete 6-week intensive Technical Support training program
• Well-developed oral and written communication skills, specifically customer service oriented
• Highly developed analytical and problem solving skills
• Prior experience in computer and data/voice network terminology, Active Directory, WAN, LAN, TCIP and associated protocols, and practices
• Willing to identify, own, and solve problems independently and as part of a team
• Strives to become a self-directed, productive team member, serving a positive agent of change
• Linux, PL*SQL, SQL, Oracle, Windows OS, Microsoft Office Suite, Various VPN Solutions

Responsibilities

• Regularly communicate with customers, troubleshoot and resolve problems and/or inquiries received by the Technical Support Help Desk/Contact Center using designated tools and procedures.
• Apply application patches as needed.
• Provide technical support for customers, and elevate issues as necessary.
• May consult with other vendors to mutually agree upon the best approach to resolving issues.
• Test, replicate then analyze, interpret or make deductions from varying facts or circumstances through application of troubleshooting techniques as it relates to analysis of products and the issues customers experience with production systems.
• Participate in the maintenance of technical support documentation including customer information, manuals, procedures, and processes to ensure the accuracy of the information.
• Responsible for creation and maintenance of knowledge articles to be used internally and/or externally regarding training, best practices, solutions or process as it relates to products, environments, and related technologies.
• Responsible for familiarity and content for all products lines and updates as published.
• Prepare and present Root Cause Analysis to customers based on troubleshooting and analysis, and provide recommendations applicable to solutions determined.
• Prepare change control documentation as it relates to the application of product corrections or configuration changes.
• Maintain familiarity with current and previous versions of all products, procedures, processes, and technology supported through Technical Support by attending in-house training sessions and independently and routinely accesses self-teaching tools such as computer based training (CBT) software
• Manage customer relationship to case closure, or escalation as required by procedure.
• May provide process improvement feedback to department leads.
• Research customer issues to provide guidance to the customer in resolving their environmental issues, through consistent exercise of discretion and judgment, using advanced knowledge of products, environments, and related technologies. Some of these solutions are provided under high stress situations and the ability to stay calm and in control is a key component of this role.
• Present potential solutions or corrective actions through documentation, customer communication, training or other applicable method.
• May advise customers on recommendations for meeting certain business needs through application software, hardware, or system functionality of Spok products.

Skills

Analytical skills

Problem solving

Education

Technical degree

Tools

Active Directory

VPN Solutions

Windows OS

Oracle

SQL

PL/SQL

Job description

Regularly communicate with customers, troubleshoot and resolve problems and/or inquiries received by the Technical Support Help Desk/Contact Center using designated tools and procedures.

Apply application patches as needed.

Provide technical support for customers, and elevate issues as necessary.

May consult with other vendors to mutually agree upon the best approach to resolving issues.

Test, replicate then analyze, interpret or make deductions from varying facts or circumstances through application of troubleshooting techniques as it relates to analysis of products and the issues customers experience with production systems.

Documentation

• Participate in the maintenance of technical support documentation including customer information, manuals, procedures, and processes to ensure the accuracy of the information.
• Responsible for creation and maintenance of knowledge articles to be used internally and/or externally regarding training, best practices, solutions or process as it relates to products, environments, and related technologies.
• Responsible for familiarity and content for all products lines and updates as published.
• Prepare and present Root Cause Analysis to customers based on troubleshooting and analysis, and provide recommendations applicable to solutions determined.
• Prepare change control documentation as it relates to the application of product corrections or configuration changes.

Training

• Maintain familiarity with current and previous versions of all products, procedures, processes, and technology supported through Technical Support by attending in-house training sessions and independently and routinely accesses self-teaching tools such as computer based training (CBT) software

Customer Relations & Quality

• Manage customer relationship to case closure, or escalation as required by procedure.
• May provide process improvement feedback to department leads.
• Research customer issues to provide guidance to the customer in resolving their environmental issues, through consistent exercise of discretion and judgment, using advanced knowledge of products, environments, and related technologies. Some of these solutions are provided under high stress situations and the ability to stay calm and in control is a key component of this role.
• Present potential solutions or corrective actions through documentation, customer communication, training or other applicable method.
• May advise customers on recommendations for meeting certain business needs through application software, hardware, or system functionality of Spok products.

Requirements

• Technical degree in related field and 2-5 years of previous customer service experience troubleshooting software applications.
• Must complete 6-week intensive Technical Support training program
• Well-developed oral and written communication skills, specifically customer service oriented
• Highly developed analytical and problem solving skills
• Prior experience in computer and data/voice network terminology, Active Directory, WAN, LAN, TCIP and associated protocols, and practices
• Willing to identify, own, and solve problems independently and as part of a team
• Strives to become a self-directed, productive team member, serving a positive agent of change
• Linux, PL*SQL, SQL, Oracle, Windows OS, Microsoft Office Suite, Various VPN Solutions

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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