Sr. Technical Support Specialist

Aptos Retail

59d

About The Position

A Sr. Technical Support Specialist will provide high quality, detailed technical support and solutions for business critical issues for the Merchandising, Warehouse Management System and Analytics products by supporting the retail head office software. Possessing an advanced knowledge of products in the retail domain and technical troubleshooting skills, you will work with Sr. colleagues and management to address escalated incidents; and provide an outstanding customer experience.

Requirements

• Bachelor’s Degree in a Computer Science or related technical field or equivalent experience
• 4+ years of experience problem solving and providing advanced support within fast-paced and constantly changing environments.
• Experience with the Retail industry and application support (Merchandising) is a must.
• Experience writing SQL queries/scripts.
• Experience working with and debugging web applications and/or services.
• Proven track record of effective technical troubleshooting.
• Ability to function effectively as a point of contact in escalated cases, and collaborating with Team Lead and customers.
• Ability to multitask and prioritize while still professionally performing and communicating in stressful and high impacting situations.
• Excellent customer service, interpersonal, collaboration and communication skills. Possesses the ability to explain technical items in a non-technical way.
• Flexibility to work with a shifting schedule, including evenings and weekends, and with an on-call rotation.

Nice To Haves

• Experience with the Retail industry and application support (Merchandising) is must.
• Knowledge of server, hardware and network technology is a plus.
• Expérience avec Salesforce Service Cloud, JIRA ou Atlassian (un atout).

Responsibilities

• Act as a point of contact for support efforts for customers, coordinating with support lead on incidents impacting product functionality and customer experience.
• Collaborating with a team of Technical Support Specialists.
• Perform problem re-creation and failure analysis utilizing a variety of testing equipment, tools, and techniques.
• Provide detailed analysis and escalate problems cross-functionally to Tier 3 and Tier 4 Specialists.
• Prioritize and progress multiple assignments with tangible results.
• Proactively look for ways to improve processes and the customer experience.
• Provide clear communication and analysis to internal and external stakeholders.
• Effectively build and maintain relationships across the company, collaborating with crossfunctional peers to establish and maintain organizational best practices, processes and methodologies.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level