Technical Support Engineer New Brand Analytics
THIS JOB HAS EXPIRED Reports to: Support and Implementation Manager
Location: Corporate Offices ? Washington, DC
The Technical Support Engineer is responsible for troubleshooting all technical issues reported by the Client related to performance, data quality, product function, data uploads, and complex data configuration. In addition, the Technical Support Engineer is expected to oversee the regular uploads of Client-supplied data to the nBA platform.
The Technical Support Engineer is responsible for, but not limited to, the following tasks:
Complete all Tier 3/technical support tickets within corresponding SLAs including data research and production data updates.
Communicate resolution times to Support and Implementation Manager
Research, replicate, and confirm defects and communicate with engineering team steps to reproduce defect
Comply with Support escalation paths and approval processes
Maintain accurate, high-quality and timely documentation of all steps and activities undertaken in order to resolve client issues/questions in Jira, our internal collaboration platform.
Troubleshoot and facilitate the resolution of Client?s technical and data issues in a timely fashion, to ensure client satisfaction and data accuracy related to the performance of their nBA platform or reports. These tasks include, but are not limited to the following: resetting passwords, setting up new users/locations, changing user permissions, etc.
Identifying product defects, responding to Client feedback about platform defects and triaging with the appropriate nBA stakeholders (client services, product, engineering, etc.) through Jira.
Overseeing the uploading of Client-supplied and other manually provided data to the nBA platform. This includes adherence to strict cadence (daily or weekly), so that Client data is available in the platform in a timely manner.
Regular participation in Client Services (CS) Team activities, including Weekly Team Meetings to interact with CS staff and understand platform/product enhancements.
The Ideal Candidate:
3-5 Years experience in a technology company, preferably in a role interacting with Clients or Customers
Bachelor's Degree in a related field or equivalent, plus 3-5 years experience
Technical help desk or quality assurance experience (desired)
Experience handling customer data and production systems with meticulous care
Able to diagnose issue and advise customers in resolving issues related to internet browser settings (Internet Explorer, Safari and Google Chrome)
High proficiency with MS Office and Software Development and Collaboration Tools (i.e. Atlassian / Jira).
Familiar with both Windows and Apple OS X
Able to create and execute SQL to diagnose issues and resolve data quality issues (MySQL or other relational database)
An analytical thinker who is comfortable under pressure
Basic Linux familiarity and comfort with executing command-line utilities (experience with shell or other scripting languages is a plus)
Strong attention to detail necessary to handle production customer data
Solid communication skills (not necessarily with customers but with the rest of the company)
Excellent written and verbal communication skills
Demonstration of strong project management and organization skills along with demonstrated skills to handle a variety of assignments simultaneously and work under deadline pressure.
Exceptional work ethic
Ability to thrive in a fast-paced, rapid-changing environment.
newBrandAnalytics delivers social intelligence that helps companies win ? and keep ? market share while improving overall operational performance. newBrandAnalytics? unique approach extracts targeted, local insights from volumes of unstructured social media data, pinpointing specific ways your company can meet and exceed customer expectations to create lifelong brand evangelists. The company serves clients across food and beverage, hospitality, retail, and government industries, including Five Guys, Hersha, P.F. Chang's, Ruby Tuesday, Darden, the District of Columbia and many more. The company is headquartered in Washington, D.C. To learn more, please visit www.newbrandanalytics.com or @nBrandAnalytics.
newBrandAnalytics is an Equal Opportunity Employer and does not discriminate, nor will tolerate discrimination, on the basis of race, age, color, religion, sex, sexual orientation, ethnic or national origin, or handicap or disability.
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THIS JOB HAS EXPIRED