Premium Support Product Specialist II

TransPerfect • New York, NY

134d

About The Position

Work with dedicated Premium/Hyper care clients to provide a high level of white glove servicing meeting the SLA and OLA associated with the tickets. Develop business relationships with the customer's technical and management staff and support the customer by gaining first-hand knowledge of the TI system, configuration and business needs. Use this familiarity to accelerate response time to requests and ensure that solutions are tailored to meet customer expectations. Listen to the needs of their customer for opportunity discovery and forward to the appropriate internal team (Sales, Services) for further development. Deliver exceptional service and support to end-users using an online Manage Engine ticketing system. Organize ideas and communicate oral messages appropriate to listeners and situations. Stay current with system information, validate process changes, client updates and share with team, ensuring standard processes and procedures are followed across the floor and report observed errors and gaps. Develop thorough understanding on the range of products supported, service levels and ITSM ticketing tool. Serve as a liaison between Solution Engineering Team and clients and various internal teams to drive tickets to closure. Ensure zero SLA breaches, timely progress on all requests, equal work division and that the set processes are being followed without errors. Create knowledge base articles. Complete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor. Participate in all required UAT testing. Complete all assigned training in a timely manner. Capture processes and submit for Knowledge Base.

Requirements

• Minimum Bachelor’s degree or its equivalent.
• Strong computer fundamentals with basic knowledge about Internet, Browsers, and MS Office Suite.
• 3+ years of phone and email support experience in IT Service Desk/Product Support.
• Ability to drive Severity 1 and Severity 2 scenarios and escalations.

Nice To Haves

• Strong interpersonal communication skills, especially with customers and sales-force.
• Strong presentation, analytical, and logical skills both verbal and written.
• Basic knowledge in MSSQL and TSQL.
• Experience working in SSO systems.

Responsibilities

• Provide high level of white glove servicing to Premium/Hyper care clients.
• Develop business relationships with customer's technical and management staff.
• Gain first-hand knowledge of the TI system, configuration, and business needs.
• Accelerate response time to requests and tailor solutions to meet customer expectations.
• Listen to customer needs for opportunity discovery and forward to internal teams.
• Deliver exceptional service and support to end-users using Manage Engine ticketing system.
• Organize ideas and communicate effectively with appropriate listeners.
• Stay current with system information and validate process changes.
• Ensure standard processes and procedures are followed and report errors.
• Develop understanding of products supported and ITSM ticketing tool.
• Serve as a liaison between Solution Engineering Team and clients.
• Ensure zero SLA breaches and timely progress on all requests.
• Create knowledge base articles.
• Participate in UAT testing and complete assigned training.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees