Participates in analytical, experimental, investigative and other fact-finding work in support of technology product | Responsibilities are within the Technology Product Development Support Function as a generalist or in a combination of Disciplines
Responsibilities
- Work with customers and project management teams to gather requirements and translate them into technical specifications
- Manages day-to-day of the ticketing queue for clients ensuring completion in line with client needs/expectations.
- Helps prepare recurring internal meetings and advises on timeline progression.
- Ensures all tickets are up to date. Responsible for ticket escalation as needed.
- Builds out weekly client slides. Provides snapshot of projects and status.
- Participate in QA, UAT & production launch support related to various customer engagements
- Collaborate with product development team to help support platform functionality
- Provide Tier 2/3 technical support for custom integrations
- Has working knowledge of support processes and working in support environment.
- Drives resolution to remediate both routine and non-routine problems and holds resources accountable to provide permanent solutions designed to improve the customer experience.
Qualifications
- Bachelors Degree Computer Science, a related field, or equivalent experience
- 2 years of related experience
- Work is primarily achieved by an individual or through project teams, with emphasis on technical/discipline knowledge rather than managing people.
- Requires the application of expertise in qualified area(s) to achieve results.
- Progression within the Career Band reflects increasing depth of professional knowledge, project management and ability to influence others.
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