Tier 3 Technical Support Specialist (Remote)

Vontier•Virtual, Virtual

2d•$29 - $38•Remote

About The Position

The Tier 3 Specialist will play a critical role in providing advanced technical support and solutions to our clients. This position entails collaborating closely with various departments to ensure customer satisfaction and retention, while also participating in special projects aimed at improving service delivery. The Tier 3 Specialist will be responsible for understanding deep technical experience and handling of our wide array of products, features, and services to identify setup, bugs, functionality issues and drive to resolution or escalations within Product or Development teams.

Requirements

At least 3+ years of experience within a Tier 1 and Tier 2 position
Proven experience in technical support or a related field.
Strong understanding of bug management and root cause analysis.
Excellent communication skills, both technical and non-technical verbiage.
Proven track record in client facing roles managing various stakeholders of the projects/programs
Familiarity with the product development lifecycle
Experience in handheld devices (hardware /firmware) and must have experience with web-based application systems
Ability to work within a fast-paced, change embracing corporate culture
Ability to work collaboratively with cross-functional teams.
Proficiency in data analysis and the use of business system tools.
Willingness to travel as needed for customer visits and onsite issue duplication.
The candidate should be aware that, although it will not be a constant, in some cases it will be necessary to travel to attend to specific client situations.

Responsibilities

Manage backlog priority and escalations of impact and severity on raised items.
Review and control the escalations to development to ensure accuracy and consistency are met from Tier 2 and Tier 3 teams.
Escalate issues to Development and Engineering teams for resolutions that are not being picked up or managed.
Track the progress of bug fixes and communicate outcomes to clients.
Conduct validation of fixes to ensure correct communication for effective resolution of reported issues.
Analyze data to understand primary drivers of customer contacts.
Identify root causes of issues and advocate for solutions across departments.
Utilize data insights to improve service delivery and customer satisfaction.
Collaborate with cross-functional teams to drive success and reduction of contact ratio.
Actively participate in success plans (Type 3 Risk) related to technical support.
Ensure high levels of customer satisfaction and retention by addressing technical issues promptly and effectively.
Foster strong relationships with clients to understand their needs and challenges.
Participate within weekly internal and customer meetings to understand outstanding issues, key areas of improvement and to identify trends to reduce risk.
Participating in customer meetings and communication as a technical liaison to ensure customer understanding of technical bugs and verbiage of impact and solutions.
Engage in special projects for major clients, contributing to improvements in service delivery.
Participate in improvement events such as Kaizens, PSPs, special training projects, etc.
Collaborate with cross-functional teams to drive project success and innovation.
Assist with quick validating on deployments of releases on production systems.
Assist with Product and Development to determine root cause and acquire RCAs for issues where needed.