The Level II Technical Support Specialist supports SilkRoad’s ever-expanding customer base and is responsible for ensuring customer satisfaction through the ongoing support of SilkRoad’s technology customers.
Key Responsibilities:
- Provide a memorable experience with every customer contact by ensuring every service request is handled professionally.
- Performs complex tasks without assistance and resourcefully seeks out resolution for complex scenarios.
- Shows initiative with proactive customer care approaches.
- Provide telephone and email support to internal and external customers.
- Investigate, diagnose and assess technical problems reported by internal and external customers.
- Manage and document assigned cases, including internal and external communications.
- Document all customer interactions in our Customer Relationship Management (CRM) system.
- Manage all tickets escalated beyond Level I Support team from start to finish.
- Work with the Development and Engineering teams to diagnose problems and identify corrective actions for customers.
- Understand and assess customer-reported issues to determine prioritization and steps to replicate the issue.
- Learn, understand, maintain and contribute to internal support processes.
- Maintain strong adherence to Service Level Agreements.
- Assist in the review and updating of knowledge base and technical support documentation to reflect current technical information on product.
- Maintain a strong awareness of SilkRoad's customer service policies, objectives, and initiatives.
- Mentors and assists peers with in depth technical issues.
- Interact with various SilkRoad teams and Management on a regular basis.
- Participate in special projects as assigned.
Required Skills
- Results driven professional with the ability to work well and deliver under pressure in a fast-paced environment.
- Passionate team member; cultivates an energizing environment and is committed to team success.
- Supports a culture of customer appreciation and service excellence; delivers on-time, superior solutions that exceed customer expectations.
- Successful communicator at all levels using all media, with excellent interpersonal skills.
- Demonstrates skill, knowledge and understanding of company, products, job duties, and appropriate work methods.
- Contributes to a climate of innovation and continuous improvement to achieve excellence and support business success.
- Demonstrates personal excellence, accountability and integrity.
- Ability to interface with external contacts while favorably representing SilkRoad in the marketplace.
- Excellent knowledge of the Internet and software such as Outlook, Excel, etc.
- Strong problem-solving skills.
- Exceptional research skills and resourcefulness.
- Ability to work with a globally distributed team without direct supervision.
- Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling.
- Ability to use independent judgement to solve complex tasks and customer escalations.
Required Experience
- High school degree or equivalent required; Bachelor’s degree preferred.
- Minimum of 4 years of successful technical support and call center experience required.
- Application Help Desk experience with CRM systems, preferred.
- Strong knowledge of standard hardware & software configurations.
- Strong analytical, problem solving, organizational, and planning skills.
- Basic understanding of using SQL statements.
- Ability to read Web server logs and Database servers.