Technical Support Specialist

Riva International, Inc.

3d•Remote

About The Position

Riva is looking for an engaged and passionate Support Specialist to join our diverse, world-class team. We’re committed to supporting our clients with organized and methodical troubleshooting supporting the technologies today’s businesses need to succeed. Reporting to our Support Team Manager, you will provide product support to our clients worldwide. You will manage the initial support requests and gather details and examples to accurately diagnose and resolve the issue or escalate as needed. Troubleshooting is done remotely via screen share applications and documented in our support ticketing system. There is no such thing as an “average day” at Riva. You will be working with new clients and new scenarios almost every day. You will find that you are empowered with technical expertise but will also have the freedom to forge your path in the best interest of our customers.

Requirements

5+ years of experience in customer service in a help desk, service desk, training, pre-sales technical support, desktop, or IT network support capacity.
Computing technology diploma, university degree, college diploma, a Microsoft MCSA, or other.
Knowledge of web server administration using IIS, .Net Framework, load balancing, disaster recovery, and Windows Server 2012+.
Proficient in scripting languages such as Power shell.
Experience in utilizing tools like Fiddler or F12 Developer tools.
Able to document in a clear, concise manner regarding installation, configuration, and maintenance.
Experience with C# in terms of reading logs, identifying errors, and understanding workflows.
Industry-specific certification, Salesforce, Microsoft, Amazon.
Must be able to communicate fluently in written and spoken English.
Experience providing remote support for client, server, and web-based applications.
Comfortable working in and assisting others through company help desk software, such as Zendesk, in addition to other remote access desktop programs.
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
Ability to prioritize and manage several milestones and projects efficiently.

Nice To Haves

Secondary language skills.
Experience installing, configuring, and supporting one or more supported CRMs (Salesforce, SugarCRM, Microsoft Dynamics, SAP, Oracle, and others).
Experience installing, configuring, and supporting messaging systems (Hosted or On-Premises Exchange, Office 365, Google Apps, IBM Notes).
Interest in pursuing a long-term career in pre-and post-sales technical support and training.

Responsibilities

Effectively respond to selected customer inquiries quickly and efficiently while providing clear and professional customer communication.
Delivering remote installation, configuration, and support for new & existing Riva Cloud and Riva On-premises customers and internal teams.
Providing remote troubleshooting and technical support to Riva customers.
Assisting in testing and documentation of installing and configuring Riva for customer projects.
Documenting activities in Zendesk and creating related development tickets in an issue tracking tool such as Jira.
Escalating support calls to senior team members as required.
Maintaining knowledge base and related resources and helping customers self-serve.
Perform other duties as required from time to time.