Technical Support Specialist

AVEVA

4d•Remote

About The Position

AVEVA is creating software trusted by over 90% of leading industrial companies. The job will be responsible for providing excellent customer service via diagnosis and resolution of technical, operational and implementation issues related to RIB products, supporting technologies/infrastructure.

Requirements

Diagnosis and resolution of technical, operational and implementation issues related to RIB products, supporting technologies/infrastructure.
Technical support via telephone, email, and chat to external and internal customers.
Documenting technical documentation.
Participate in customer conference calls when necessary to manage the resolution of customer account issues.
Reproduce errors in test systems and document them thoroughly for reproduction independently from production systems for the purpose of issue remediation and testing.
Demonstrate availability within pre-defined SLA timelines to assist technical teams during critical or urgent incidents that demand immediate attention and resolution.
Structure your time effectively; balance competing priorities, complete work in a timely manner and meet established quality and administrative documentation expectations.
Stabilize and refocus quickly when change occurs, monitoring work to meet deadlines.
Participate in testing activities for Product releases and provide feedback for functionality and usability from a customer’s perspective as required.

Responsibilities

Escalate issues that are unable to be resolved, within established guidelines, to the appropriate group for proper corrective action.
Provide technical support via telephone, email, and chat to external and internal customers.
Must be capable of documenting technical documentation.
Participate in customer conference calls when necessary to manage the resolution of customer account issues.
Reproduce errors in test systems and document them thoroughly for reproduction independently from production systems for the purpose of issue remediation and testing.
Demonstrate availability within pre-defined SLA timelines to assist technical teams during critical or urgent incidents that demand immediate attention and resolution.
Structure your time effectively; balance competing priorities, complete work in a timely manner and meet established quality and administrative documentation expectations.
Stabilize and refocus quickly when change occurs, monitoring work to meet deadlines.
Participate in testing activities for Product releases and provide feedback for functionality and usability from a customer’s perspective as required.
Other duties as assigned.