High-Tech Support Professional
6 days ago
The High-Tech Support Professional is a key team member responsible for delivering exceptional customer experiences across the full suite of Reveal software.
Responsibilities & Duties- Respond to customer inquiries in a timely manner and resolve issues based on the Application Support Playbook.
- Own tickets until completely resolved and provide follow-up with clients after closure to ensure continued success.
- Triage tickets by completing required information gathering, issue identification, and replication steps.
- Evaluate and escalate tickets to appropriate teams to maintain SLAs.
- Contribute to software documentation, knowledgebase articles, and client-facing materials.
- Collaborate with Support Engineers to update the Application Support Playbook continuously.
- Excellent written and oral communication skills are essential.
- A charismatic personality and ability to engage others are vital.
- A keen sense of attention to detail is necessary.
- Maintaining accurate documentation practices is crucial.
- Problem-solving skills with task follow-through are mandatory.
- A commitment to excellence with ongoing improvement pursuits is expected.
- A willingness to work collaboratively as part of an unselfish team is required.
- The ability to quickly learn and understand technology is essential.
- A degree in Computer Science or Information Systems is preferred.
- Familiarity with client-server architecture, modern programming languages, and SQL scripting is necessary.
- At least 4-7 years of working experience are required.
- eDiscovery experience is highly valued.
- Familiarity with Azure/AWS is a plus.
This role offers a competitive salary range of $80,000 - $120,000 per annum, commensurate with experience. Additionally, Reveal provides a comprehensive benefits package including health insurance, retirement planning, and opportunities for professional growth and development.
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