Have a professional attitude - youll be supporting some of the most successful and prominent US Fortune 500 companies and PRGX audit leaders (our users)
Provide technical assistance as needed for troubleshooting and customer service - mostly using SQL server, monitoring tools, and Unix commands
Manages customer requests using appropriate tools and understands timelines for ongoing issue resolution. Communicates with customers on status of their incidents.
Log all incidents in our Jira Support ticketing system and provide great customer support by quickly responding to support requests with the expected level of quality and timeliness
Research each issue, providing a thorough resolution to the user, and documenting the RCA
Establishes and maintains cooperative and supportive relationships with customers by responding to written and verbal user questions, providing information to users or referring questions to other departments for appropriate response and escalated action.
Escalate requests to Customer Success Managers, Tech Ops and/or Engineering, as needed Collect and provide product feedback to the product team from the user s perspective
Keep up to date with product updates, new features, and bug fixes
Maintaining accurate records of customer interactions and technical issues.
Grow content knowledge base on our products and document support response standards
Helps to document customer feedback and user satisfaction to provide feedback to Product
Maintain and create documentation around technical troubleshooting and best practices
Leads the Incident Management Process, includes preparing the Incident Package, notifying key collaborators and leaders, setting up the Incident Bridge, and managing the Incident to resolution keeping all parties apprised, including end users, according to the SLAs
Participates in rotating on-call responsibility for off hours critical issues

COLLABORATION:

This role will report to the Manager of Global Product Support
The Support team works staggered hours to provide 24/5 coverage, this role works 9am-6pm
This role will work closely with Level 1 Support, Tech Ops, Dev Ops, Client Success Managers, Engineering, Data Services, Implementation Analysts, Business Leaders, and others as needed
This role is a part of our Global Client Success team consisting of Client Success Managers, Client Success Analysts, Level 1 and Level 2 Support, and Implementation Analysts.

EXPERIENCE & QUALIFICATIONS:

Bachelors degree in engineering, Computer Science, Management Information Systems; or 5+ years equivalent combination of education and experience
Strong experience with MS SQL - programming and basic DBA commands
Experience with command prompt language - Unix, Linux, Grep, etc.
Must be self-motivated with problem solving skills and the ability to resolve complex problems with enough experience
Has ability to work with minimal supervision
Impeccable with follow through and follow up
Able to respond to P1/P2 tickets on nights and weekends (emergency situations)
3+ years of customer support experience in a professional environment, preferably with a Software-as-a-Service and/or Startup environment is a bonus
Experience in ticket handling and root cause analysis
Direct experience with Jira/Atlassian is a bonus Act as a team player, actively share knowledge across the team
Assure quality of service is delivered within the expected SLA and KPI

Product Support Tech Engineer