What are the responsibilities and job description for the Technical Support Specialist position at RQI Partners LLC?
Position Overview
Provide superior service to RQIP customers and stakeholders by delivering technical support for our programs and a variety of delivery platforms.
Accountabilities
- Provide technical support for both internal and external customers.
- Manage escalated tickets for technical issues related to RQIP programs or platforms.
- Create and manage service tickets for all customer interactions, through to closure, ensuring visibility to case status and outcomes.
- Diagnose and resolve technical issues remotely.
- Collaborate and discuss solutions with all stakeholders to coordinate most effective pathway.
- Software testing as required for all products.
- Identify emerging all issues for products; collect information, test and confirm, escalate as needed, provide team(s) work around or solution.
- Effectively collaborate with technical development teams to manage escalated issues. Manage and coordinate communication with customers and RQIP field team.
- Effectively communicate back to customer or internal contact so that solution and root cause are fully understood.
Required Skills and Competencies:
- Bachelor’s degree in computer science or related field or equivalent combination of education and experience
- At least 2 years’ experience in a customer service role supporting SaaS
- Related experience and training in troubleshooting and providing technical support, primarily remotely.
- Strong communication skills, both written and verbal.
- Proficiency with Excel and other analytic tools.
- Work efficiently and collaboratively in a team environment