Software Support Specialist II (Security)

About this role

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Skills you'll use

What you'll do

• Provides support to partners with a high attention to detail
• Researches, analyzes, and documents findings
• May influence others within the Services & Support team through the explanation of facts, policies, and practices
• Interacts with partners to provide support via email, phone, chat, cases, and remote sessions
• Maintains a knowledge base of our products and services and provides high quality support to partners during each interaction
• Discusses partners’ operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies
• Provides guidance and performs regular queue review for junior team members
• Identifies and escalates trending issues and potential software defects to leadership and development
• Acts as an escalation point for complex issues
• Contributes to written articles for internal and external knowledge base

Who can apply

• Ability to work independently on projects and processes with general supervision
• Practical knowledge of applicable work area
• Ability to situationally adapt and understand new technology/processes as per partner requirement
• Strong customer service skills
• Strong desire to help our partners and peers
• Excellent written and verbal communication skills
• Strong interpersonal skills and willingness to work alongside multiple cross-functional teams
• Organized and strong attention to detail
• Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets

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