Technology Support Expert
4 days ago
Job Overview
The Reveal Software company is seeking a highly skilled and experienced Technology Support Expert to join their team. This individual will play a key role in providing timely and effective support to customers across the full suite of Reveal software.
Responsibilities & Duties
- Ticket Resolution: Respond to customer inquiries in a timely manner, resolve issues based on the Application Support Playbook, and provide follow-up with clients after closed tickets to ensure continued success.
- Triage and Escalation: Triage tickets by completing required information gathering, issue identification, and replication steps, and escalate tickets to the appropriate team to maintain SLAs.
- Documentation and Knowledge Sharing: Contribute to software documentation, knowledgebase articles, and other client-facing materials to enhance the overall customer experience.
- Collaboration and Communication: Work with Support Engineers to continuously update the Application Support Playbook and engage with customers through excellent written and oral communication skills.
Characteristics
- Technical Expertise: Familiar with client-server architecture, modern programming languages, and SQL scripting, with a keen sense of attention to detail and problem-solving skills.
- Team Player: Unselfish team player who can quickly learn and understand technology, with a strong desire to grow with an exciting technology company.
- Education and Experience: A college degree in Computer Science or Information Systems related area, with 4 to 7 years of working experience and eDiscovery experience being a plus.
Salary and Benefits: The estimated salary for this position is around $90,000 per year, with additional benefits including health insurance, retirement plans, and opportunities for professional growth and development.
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