Second Line Support Specialist: Software Detective
21 hours ago
Aptitude Software is seeking a highly skilled Second Line Support Specialist to join our team. In this role, you will provide advanced functional and technical support to our customers regarding our product portfolio.
As a software detective, you will engage with clients through skillful analysis, effective communication, coordination, and cooperation with product management and development teams to timely resolve incidents and requests.
You will maintain a high level of client satisfaction by obtaining detailed and accurate information relating to the business impact of client's issues, utilizing effective questioning and troubleshooting techniques.
The ideal candidate will have a strong analytical mind-set, problem-solving skills, and be process-driven with the ability to work independently.
We offer a competitive salary range of $80,000 - $110,000 per year, depending on experience, as well as opportunities for career growth and professional development.
Key Responsibilities:
- Provide advanced functional and technical support to Aptitude Software's customers.
- Engage with clients through skillful analysis, effective communication, coordination, and cooperation with product management and development teams.
- Maintain a high level of client satisfaction.
- Obtain detailed and accurate information relating to the business impact of client's issues.
- Replicate, investigate, and diagnose issues.
- Analyze log files using standard debugging concepts.
- Work closely with internal Aptitude Software teams on escalated functional and technical issues, and product roadmap changes.
- Document issues for further diagnostic of root cause isolation when needed.
- Gather and present client insights to teams across Aptitude while adhering to processes that ensure consistent and repeatable results.
- Liaise with Support management in North America, the UK, and Poland.
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