Product Support Specialist

Position Purpose: The Product Support Specialist is responsible for handling escalated requests, maintaining tracking of licenses and software application discs, license keys, and the PCLS software server, and nurturing vendor relationships. The Product Support Specialist is also responsible for collaborating on and producing content for the knowledge database and training materials for more junior team members.

Key Responsibilities: 25% Support & Enablement: Receives incident from escalation of L1 or receives incident from application and infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates unresolved issues to L3 or engages service vendor Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed 40% Delivery & Execution: Has administrative rights; can make change to systems hardware and software Documents, reviews and ensures that all quality and change control standards are met Partners with engineering team to resolve any SCCM Software Center issues Maintains, upgrades and supports existing systems to ensure operational stability Applies diagnostic utilities to as needed to complete troubleshooting activities Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution Tests fixes prior to closing tickets to ensure problems have been adequately resolved Obtains and maintains license keys and associated software assets Maintains the PCLS software server which contains manual installation packages Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors Interacts and builds relationships with site leadership where applicable 10% Administration & Operations: Documents all pertinent end user identification information including nature of problem Records, tracks, and documents the problem-solving process for each ticket 25% Learning: Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution
Direct Manager/Direct Reports: Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager. Travel Requirements: Typically requires overnight travel less than 10% of the time.
Physical Requirements: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications: Must be eighteen years of age or older. Must be legally permitted to work in the United States. Must be legally permitted to work in the United States
Preferred Qualifications: 1-3 years of relevant work experience Proficient in CRM or standard help desk ticketing systems and remote monitoring and management software Proficient in Microsoft Office standard applications Proficient in troubleshooting and diagnosing networking issues and problems with modern operating systems Proficient in troubleshooting and diagnosing in virtualized and cloud-based environments Experience with administering antivirus software Experience with administering mobile devices and mobile device management systems (iPhone, Android) Experience with data management (backup) software and Windows Server Experience with DNS, DHCP, Internet infrastructure, and IP informational tools Experience with setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers Experience contributing to and developing content for a knowledge database and team training documentation Experience serving as a resource for more junior team members on how to approach or complete Support Desk tasks
Minimum Education: The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education: No additional education
Minimum Years of Work Experience: 1
Preferred Years of Work Experience: No additional years of experience
Minimum Leadership Experience: None
Preferred Leadership Experience: None
Certifications: None
Competencies: Being Resilient: Rebounding from setbacks and adversity when facing difficult situations Collaborates: Building partnerships and working collaboratively with others to meet shared objectives Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences Customer Focus: Building strong customer relationships and delivering customer-centric solutions Decision Quality: Making good and timely decisions that keep the organization moving forward Interpersonal Savvy: Relating openly and comfortably with diverse groups of people Manages Conflict: Handling conflict situations effectively, with a minimum of noise Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder Resourcefulness: Securing and deploying resources effectively and efficiently Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations