Product Support Specialist

Inforcer•Cerritos, CA

About The Position

We are seeking a talented and motivated Product Support Specialist to join our team. In this role, you will be responsible for managing day-to-day ticketing process whilst having the opportunity to build out KPI’s and Service Desk objectives.

Requirements

Previous experience in a similar product or technical support role
Knowledge of troubleshooting (IP addressing, DHCP, DNS)
Strong technical understanding and enthusiasm for new technologies
Ability to work flexibly and support with critical issues as and when required
Knowledge of Microsoft Office 365
Excellent verbal and written communication skills, with the ability to collaborate effectively across teams

Nice To Haves

Team leading, rota management and global coverage experience will be highly beneficial
Previous experience of Intercom would be highly desirable
Working knowledge of ITIL processes would be highly beneficial

Responsibilities

Triage and resolve critical incidents, delivering a high-quality IT Support Service
Provide 1st and 2nd line IT support to internal and external users, diagnosing and resolving technical issues across a range of systems and platforms
Handle issue tickets within Intercom in an effective manner
Provide professional and empathetic support to users
Create and track metrics such as KPI’s, CSAT and build data dashboards
Define best practice and process whilst having an immediate impact to support technical incidents
Responsible for daily activity management, including activities covering Backup services and raising/resolving issues with the backup jobs
Review and implement user, server, and network change requests
Follow high-severity and Major incident procedures
Create automated workflows, document processes and looking to improve the daily ticketing process
Troubleshooting server-related issues or hardware faults