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Technical Support Specialist

Revegy Atlanta, GA
  • Posted: over a month ago
  • Other

Overview

The Technical Support Specialist will provide support to external as well as internal clients. This role is responsible for providing technical customer support to the Revegy customer base, delivering solutions to technical as well as non-technical users while supporting the full range of Revegy solutions. This individual will work closely with other members of the Customer Experience team.

Job Functions
  • Function as primary customer contact for incoming support requests and assigned customer cases by providing telephone, web, and email based technical support for Revegy solutions
  • Manage multiple contacts per day through various channels including phone and email
  • Provides timely attention to all support requests under the guidance of our Service Level Agreement (SLA)
  • Assesses the validity of the requests as they arrive, ensures the details within the ticket are complete and that the impact and priority of the issue is correctly assessed
  • Does their best to resolve all issues on first contact. When unable to resolve an issue, escalates requests as appropriate.
  • Develop, acquire and maintain product knowledge of Revegy solutions, current support policies, and methods of support and services delivery
  • Learn the detailed configuration of Revegy solutions and provide configuration support
  • Communicates in both a verbal and written format directly with Revegys customer contacts and will facilitate communications with other members of the Revegy organization (Sales, Customer Success, Development, etc.) as is necessary during problem resolution
  • Proactive in seeking to identify opportunities for improvement in all Support related processes, communication, and documentation
  • Establish and maintain a thorough knowledge of the organization and technology standards
  • Build relationships internally and externally and leverage those relationships in the interest of achieving higher levels of customer satisfaction
  • Interact with all levels of the Revegy and Customer organizations and demonstrate the written and verbal communication skills to appropriately position the current state of a problem or account status, and inform and negotiate with internal and external parties until resolution is achieved

Requirements

Required Skills and Experience

  • Demonstrated ability to assume ownership of a customer and their corresponding issues to manage through to conclusion - ownership would include regular internal and external communications constructed to best position content
  • Outstanding analytical and problem-solving skills
  • Ability to troubleshoot performance, connectivity, and integration software problems within Windows and iOS environments
  • Experience with incident, service request, and problem management
  • Strong communication skills - written and verbal; ability to tailor the explanation of technical concepts to an audience of varying skill levels and perspectives
  • Strong knowledge of the Microsoft Office suite of products
  • Quickly adaptable to process and technology changes within a fast-paced environment
  • The passion to learn and grow within the company while building strong relationships across all areas of the organization
  • Work cross-functionally within Revegy to achieve high retention rates
  • Ability to operate independently with limited supervision
  • Proactive approach to learning
  • 4-year college degree

Wed love you to have:

  • Experience working in a technical call center, solution center, or related field
  • Experience working with sales solutions including CRM tools
  • Knowledge of and experience using Salesforce
  • Experience working with Microsoft SQL
  • Knowledge and experience in basic network setup and troubleshooting

Revegy

Address

Atlanta, GA
USA

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