Product Support Specialist

SA-PRODUCT SUPPORT SPECIALIST TECHNICAL SERVICES

In this role you will be responsible for providing 24x7 emergency support through task assigned processes using code changes, updates, testing and troubleshooting methods to ensure product functionality and stability. Assist in deployments of new and existing solutions utilizing peer coaching, documentation, standards and outlined procedures on customers servers and field equipment ensuring proper installation and system functionality.

• First point of contact for support tickets created by our customers.
• Work with regional support teams and Customers to troubleshoot, diagnose and resolve or further elevate support tickets.
• Reducing the quantity of support tickets by providing specialist services for the diagnosis and resolution of support tickets.
• Providing in office and onsite support to ensure the successful configuration and validation of product installations/deployments. This includes new deployments on mobile mining equipment, servers and office computers, validation of existing deployments, addition of new modules, and system updates.

Domestic

Travel Required:

40 % International

Travel Required:

10 % Job Requirements Title Description

• At least 3 - 5 years’ experience
• Proficiency in computer coding, troubleshooting and testing
• Customer service experience
  - Ability to clearly communicate technical information verbally and in writing to both technical and non-technical audiences.
• Exposure to SQL or similar database
• Proficiency in at least one high-level programming language (C, .NET, Java, etc.)
• Fluency in reading, writing and speaking English and one other major language is a plus.
• Proven track record as a Product Support Specialist (or similar)
• Competency managing the after-hours support phone
• Excellent time management with ability to balance multiple priorities in an organized manner.
• Experience with cloud providers (Azure is preferred) Required Education, Certifications and Credentials B Sc degree in Computer Science, Engineering or equivalent

• Determine most efficient way to create functionality
• Meet customer requirements
• Document the functionality properly Install functionality on-site with a minimum of client disruption
• Properly use ticketing system to track ticket status Repair functionality 5 - Extremely Important
• Successfully connect to client site to verify and reproduce the problem
• Diagnose root cause of problems
• Complete repairs within SLA time frames
• Get system to function properly as quickly as possible Customer Support 5 - Extremely Important
• Provide technical customer support through task assigned processes using code changes, updates, testing and QA methods to ensure product functionality
• Write FORMS reports based on customer requirements
• Write shell scripts
• Open support ticket whenever the issue requires action, code changes or consumes more than 30 minutes of support time
• Complete all required fields in tickets properly Successfully support clients for the local region and for other regions through the Follow-The-Sun initiative
• Perform Quality Control 5 - Extremely Important
• Test quality of produced code to make sure it is error free
• Ensure code meets all specified requirements
• Ensure all required documentation has been generated and meets quality standards
• Provide actionable feedback to code author when quality does not meet standards
• Mentor and Train Team Members 3 - Important
• Coaches newer Application Engineers on support procedures, product functionality, customer requirements.
• Is accessible to Engineers as needed during support calls

• Communicates effectively, thoroughly, and accurately in writing
• Writes concise, organized, and easy-to-read reports, letters, memos and emails
• Prepares accurate and effective formal documents 3 - Effective 3 - Important

• Organizes activities to ensure their proper completion in a timely manner
• Effectively schedules time by assigning priorities to daily/weekly/monthly work activities
• Avoids crises through systematic planning and follow through