Senior Technical Support Representative - Remote

Overview

The Senior Technical Support Representative is a pivotal member of the Data & Info Tech organizations and will operate as the main point of contact for our internal Client Facing teams. They are responsible for resolving or elevating internal business systems and process tickets, as well as being a point of contact in the site, assisting and coaching their team members.

In Short

• Act as a primary point of contact to client facing teams, resolve/escalate tickets.
• Coach and support team members.
• Initiate and lead projects/initiatives driving process improvements.
• Resolve/elevate all internal system-related issues, such as Salesforce.
• Create processes/policies where applicable.
• Document and maintain all processes into the team’s KB.
• Have a great understanding of the organization, and direct requesters to the right resource as fast as possible.

Requirements

• 5+ years of experience in technical support or a related role, with at least 2 years in a leadership position.
• Strong understanding of business support systems and processes (e.g. Salesforce).
• Proven experience in project management and process improvement.

Benefits

• Provide exceptional support to our internal customers, addressing inquiries and resolving tickets and escalations promptly.
• Lead and mentor a team of technical support specialists, providing guidance and support to ensure high performance.
• Foster a collaborative and innovative team environment.
• Oversee the technical operations of business support systems, ensuring they meet performance and reliability standards.
• Troubleshoot and resolve complex technical issues in a timely manner.
• Initiate, manage and prioritize technical projects, ensuring they are completed on time.
• Coordinate with stakeholders to gather requirements and define project scope.
• Identify opportunities for process improvements and implement solutions to enhance efficiency and effectiveness.
• Stay updated on industry trends and emerging technologies to recommend and implement innovative solutions.
• Contribute to the development of the technology roadmap for business support.