About the position
The EXP.O NOW Program is looking for a Support Specialist excited to leverage their technological knowledge to elevate the customer experience, by identifying enhancement opportunities to our development teams based off customer experiences and requests. The Support Specialist is a key role on the EXP.O NOW Shared Services Team. Specialists are responsible for handling incidents and requests from our customers and global operations teams. The support role incorporates a combination of actioning on issues raised by customers; using analysis techniques and performing troubleshooting to solve the customers' issue. The Support Specialist also identifies opportunities for enhancement of critical production systems. The ideal candidate would be able to learn how to visualize our systems, see how the pieces interact, understand how the data flows, and provide root cause analysis of system issues. This position is on-site and will reside in the greater Seattle, WA. area at one of the following locations depending on availability. Candidates must be local or willing to relocate. Relocation assistance is not offered for this position.
Responsibilities
- Handle incidents and requests from customers and global operations teams.
- Action on issues raised by customers.
- Use analysis techniques and perform troubleshooting to solve customer issues.
- Identify opportunities for enhancement of critical production systems.
- Learn to visualize systems and understand data flow.
- Provide root cause analysis of system issues.
Requirements
- Exceptional customer service focus.
- Superior organization skills with ticket tracking systems and ticket process flow.
- Ability to create instructional and technical documentation with tools like SharePoint.
- Self-starting problem solver with research skills to find correct documentation or contacts.
- Resolve problems creatively using analysis techniques.
- Adapt ambiguous circumstances to correctly interpret customers' needs.
- Previous experience in Support Teams.
Nice-to-haves
- Skilled in applying a variety of triage and troubleshooting techniques.
- Ability to coach peers professionally.
- Knowledge of SQL, scripting, database analysis and programming languages.
- Comparable work experience or knowledge of technical systems.
- Understanding of SAFe/Agile principles and practices.
Benefits
- Paid Vacation (first year prorated based off month of hire then eligible for 15 days)
- Holidays (10)
- Flexible Days (2)
- Paid Sick Time (accrual rate of 1 hour of sick time per 30 hours paid)
- 401(k) Retirement Savings Plan with employer match
- Employee Stock Purchase Plan (ESPP)
- Medical, Prescription Drug, Dental & Vision Coverage
- Health Savings Account (HSA)
- Life and Disability Insurance
- Paid Parental Leave (additional eligibility criteria)
- Dependent Care Flexible Spending Account (DC FSA)
- Commuter Benefit
- Employee Assistance Program (EAP)
- Training and Personnel Development Program
- Educational Assistance and Reimbursement
