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SalaryTechnicalSupport Center Specialist
PTFS is a leader in enterprise content management solutions, content digitization, and library services/solutions, serving more than 500 organizations around the world.
Our Ideal Candidate:
The Technical Support Center Specialist is responsible for providing Technical Support and assistance to clients and users of PTFS’ flagship produduct Knownation. The Technical Support Specialist plays a crucial role in ensuring the smooth operation of the system, resolving user issues, and maintaining a high level of customer satisfaction. The primary focus is on delivering effective Technical Support through various communication channels and ensuring timely issue resolution.
Responsibilities include but not limited to:
Ticket Management:
- Receive, prioritize, and manage incoming support tickets related to the Knowvation platform via email, phone, or ticketing system.
- Accurately log and document all relevant details of reported issues, including symptoms, troubleshooting steps, and resolutions provided.
- Categorize and prioritize tickets based on severity, impact, and service level agreements (SLAs).
- Owning the life cycle of the ticket, from inception to closure.
Technical Troubleshooting and Issue Resolution:
- Utilize in-depth knowledge of the Knowvation platform to diagnose and troubleshoot technical issues reported by users.
- Follow established troubleshooting procedures and best practices to identify root causes and implement effective solutions.
- Collaborate with internal development teams and Tier 2 teams to escalate and resolve complex or unresolved issues.
Customer Support and Communication:
- Provide prompt, courteous, and professional assistance to users experiencing related problems.
- Communicate technical information and instructions clearly and effectively to users of varying technical proficiency.
- Manage user expectations regarding issue resolution times and provide regular updates on the status of open tickets.
Documentation and Knowledge Management:
- Maintain comprehensive documentation of support activities, including resolutions, workarounds, and troubleshooting procedures.
- Contribute to the development and maintenance of knowledge base articles, FAQs, and user guides to facilitate self-service support.
- Continuously update technical documentation to reflect changes in the software platform, updates, or new features.
Proactive Support and Continuous Improvement:
- Identify common trends or recurring issues in support tickets and proactively implement solutions to prevent future occurrences.
- Stay abreast of Product software updates, patches, and new releases, and communicate relevant information to users and stakeholders.
- Participate in regular team meetings, training sessions, and knowledge-sharing activities to enhance technical skills and expertise.
- Report status of Support Center to Higher management
Qualifications and Skills:
- Degree in Computer Science, Information Technology, or related field (preferred).
- 3-5 years of experience.
- Proven experience in a Technical Support role, with specific expertise in supporting software platforms or applications.
- Strong understanding of software architecture, databases, and SaaS
- Proficiency in troubleshooting software-related issues and familiarity with debugging tools and techniques.
- Excellent communication and interpersonal skills, with the ability to empathize with users and provide exceptional customer service.
- Experience working with ticketing systems, remote support tools, and knowledge base software.
- Ability to work independently and collaboratively in a fast-paced environment.
- Certifications or training in relevant software platforms or technologies.
Benefits:
- 15 days PTO per year
- 11 paid holidays per year
- Medical, Dental & Vision
- 401(k) Plan with matching
- Tuition assistance
- Disability insurance
- Gym in the Rockville, MD office
Eligibility: You must be authorized to legally work in the U.S., PTFS will not sponsor any visas at this time.
