AddressJob Location(s): Remote
Position Summary
MadCap is currently expanding its IXIA CCMS Customer Success team which plays a critical role in the company’s growth. We are looking for a Technical Customer Support Specialist IIto provide remote technical support for our XML-based web platform and DSaaS infrastructure.
This is a remote position reporting to the Customer Support Manager.
THIS IS THE JOB FOR YOU IF:
- You enjoy working with customers.
- You have a passion for troubleshooting technical issues and getting to the root of a problem.
- You thrive in a dynamic environment and are able to manage multiple issues simultaneously.
- You are a results-oriented person who can adapt quickly to changing customer needs.
- You are comfortable learning new tools and applying them to everyday activities.
- You are able to work remotely and enjoy collaborating on video calls and in Teams messenger chats.
Duties and Responsibilities
- Troubleshoot technical issues and identify software solutions.
- Resolve assigned tickets within SLA response times.
- Follow up with customers to ensure tickets are resolved and have regular updates.
- Collaborate with other team members to research and resolve problems.
- Collaborate with the development team to identify product bugs.
- Commit to helping the support team achieve its goals.
- Perform database administration functions including configuration changes, user additions, and password resets.
- Push customer updates in the SVN repository to their production environment.
- Attend and participate in a daily 7am EST ticket triage call with other support team members.
- Perform other related duties as assigned.
Desired Skills and Experience
- A minimum of two years of post-secondary education or higher
- Two years of relevant work experience
- Attention to detail and good problem-solving skills
- Excellent written and verbal communication skills
- Excellent time management skills
- Ability to multitask between calls, emails, and open cases
- Knowledge of DITA XML and XML publishing tools
- Experience with both Windows and Linux
- Experience with remote desktop applications
- Previous experience at a SaaS company in a technical support capacity
- Source and version control methodology including GitHub and SVN
