Technical Support Specialist Level 2 SciQuest
The Technical Support Specialist position is responsible for providing technical support via phone and web for SciQuests?s customers of the Advanced Sourcing Optimizer in English during the hours of 11AM to 8PM Eastern. This is a hands-on position on our support team that will interface with our customers and with internal teams such as Engineering, Product Management, and Professional Services to resolve customer issues.The Technical Support Specialist is responsible for problem analysis, documentation, escalation, and resolution of customer support product questions and issues. In addition, the Technical Support Specialist will assist with other initiatives as the need arises such as updates to technical support documentation, contributing to the Training & Support Center knowledgebase, and preparation activities related to upcoming product releases.
Provide prompt and courteous technical support to customers via phone and e-mail.
Assist with all facets of SciQuest?s technical support including issue identification and documentation, internal escalation, and customer communication.
Troubleshoot the customer?s support request using the available tools and resources while following the appropriate processes and procedures and provide proper diagnosis and resolution to the customer.
Keep accurate notes and details on all customer support requests in the CRM system.
Communicate with staff members regarding current/ongoing issues.
Participate in the creation and maintenance of knowledgebase content and documentation for technical support staff and customers.
Demonstrate proficiency in quickly learning new software, and troubleshooting technical issues.
Basic understanding of the sourcing lifecycle and the use of e-procurement tools at each phase of the process.
Bachelor?s Degree, Associate?s Degree, or commensurate work experience
Proven ability to respond to customer needs and build relationships
Knowledge of SQL desired (although not required)
Excellent oral and written English communication skills
Ability to communicate effectively with customers whose native language is not English
Critical thinking and problem-solving skills to quickly diagnose customer issues
Ability to explain complex concepts clearly in written and verbal communications to SciQuests?s customers and their suppliers
Strong organizational skills and ability to follow through on tasks in an environment that requires multi-tasking
Ability to follow through and execute on assignments in a fast-paced and demanding work environment
A self-starter and quick learner
Creative, detail-oriented, energetic
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