Senior Support Specialist ServiceSource
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Senior Support Specialist
Under the direction of the Regional Manager, Global Customer Support, this position will be responsible for the support of ServiceSource?s Recurring Revenue Management application product suite. This role will assume the responsibility for resolution of Incidents escalated by Level 1 Support Specialists, application enhancements in the Production environment, and additional application administration activities as deemed necessary. This role will interact regularly with ServiceSource?s internal users and customers, Support Engineers, Sustaining Engineers, and Global Customer Support Regional Managers for the purposes of ensuring timely Incident resolution, high customer satisfaction, and the ongoing and efficient delivery of support service to ServiceSource?s customers. In addition, this role will also own the identification of performance impacting application issues that have not been identified via a submitted Incident.
Represent ServiceSource Global Customer Support as the primary interface with internal users and external customers
Interaction with both Level 1 and 2 Support Specialists and users on a global level with the goal of driving high levels of user and customer satisfaction
Resolution of Incidents and issues in a time sensitive fashion
Ensure proper prioritization of issues to meet business needs and expectations on an ongoing basis
Ability to resolve technical application issues in a Production environment while following Software Development Life Cycle (SDLC) practices
Coordination with onshore and offshore Support team members to drive resolution of Incidents and issues
Backup coverage for activities and high priority issues impacting the Global Customer Support team
Provide technical expertise for projects and activities under development or in deployment
Drive and support technology based knowledge exchange within the Global Customer Support team
Proactive research into the latest tools and technological developments to support the ongoing needs of the business
Bachelor?s degree in Engineering, Computer Science, Mathematics, Science or related field
3+ years of technology management experience
3+ years of application management and support experience
3+ years SQL experience (Microsoft SQL Server 2005)
3+ years of ASP/.Net development experience
1+ year of system development experience
1+ year Microsoft CRM experience in configuring and customizing MS Dynamics CRM 4.0 including user accounts, profiles, roles and security settings
Experience managing medium to complex technical issues to resolution while adhering to defined timelines
Experience working with and advising junior resources
Experience in Administration and management of enterprise level application(s)
Must possess strong inter-personal relationship skills
Excellent verbal and written communication skills
English language business level fluency, both verbal and written
Understanding of dimensional models, drill paths, slowly changing dimensions and other data warehousing concepts
Familiarity with Node.JS and MongoDB
Familiarity with Incident Management tools such as ServiceNow, ServiceCloud, etc.
Experience creating and maintaining technical documentation and process flows
Experience managing social media such as chat, forums, and Wiki?s
ServiceSource International, Inc. (NASDAQ: SREV) is the global leader in cloud-based recurring revenue management solutions. The company helps customers drive growth and build long-standing relationships across the customer lifecycle with the industry?s most comprehensive data management, analytics, automation and services capabilities. Through Renew OnDemand?, Scout and proven services, ServiceSource delivers higher subscription, maintenance and support revenue as well as improved customer retention and increased business predictability.
With over a decade of experience focused exclusively on growing recurring revenue, our products and services are based on proven best practices and global benchmarks. Like a funded start up, our continued growth in our service business allows us to aggressively invest our software product.
Headquartered in the Cloud Corridor of San Francisco, ServiceSource manages more than $14.5 billion in recurring revenue for the world?s largest and most respected technology and B2B companies. Check our customers. ServiceSource renews a customer contract every 47 seconds through engagements in more than 150 countries and 40 languages.
||Nashville, TN |
THIS JOB HAS EXPIRED