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Group Leader, Analytical Development

SilkRoad Technology

Group Leader, Analytical Development

Jacksonville, FL
Paid
  • Responsibilities

    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.
  • Qualifications
    • 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.