Tier 1 Software Support Specialist - Technical.ly

Tier 1 Software Support Specialist

14West-WEB
  • Location

    Baltimore

  • Type

    Full-Time Job

  • Category

    Other

Publishing Services, an Agora company, is looking to add a motivated individual to join their Tier 1 Support team as a Tier 1 Support Specialist and support our Advantage software.  This position requires a highly driven and multifaceted individual to contribute to and be part of a proactive and client focused technical team.  Individual will support Affiliate end users with varying levels of technical expertise, and possess the ability to think logically to determine best solution for user issues.

Must have experience with SQL to be considered for this opportunity.  

Responsibilities

Individual would ideally have web application or helpdesk support experience with fine analytic and problem-solving skills to utilize in the following systems engineering tasks:

  • Provide application support to internal and external customers on all aspects of Pub Services’ proprietary systems with a focus on Advantage.
  • Thoroughly document and manage customer issues in Zendesk (ticketing system); writing solutions, FAQs, etc.
  • Continue to enhance knowledge of all Publishing Services technologies and serve as a ‘Knowledge Expert’ to our affiliates for Advantage issues.
  • Prioritize requests based on need and impact, working with internal stakeholders to address priorities.
  • Ensure problem can be reproduced, and include all pertinent information in ticket prior to escalating to next level.
  • Using defined systems and processes to keep stakeholders updated on requests, issues, etc.

Qualifications

  • Professional experience in computer related technologies.
  • Intermediate SQL knowledge.
  • Understanding of HTML formatting and structure.
  • Ability to fully articulate complex technical solutions to non-technical end users in a clear, concise manner.
  • Demonstrated experience troubleshooting aforementioned technologies.
  • Internal or external customer service experience, preferably in a technical environment.
  • Ability to work in a highly visible, fast paced environment with minimal supervision and major responsibility.
  • Enthusiasm and the ability to thrive in an atmosphere of constant change.
  • Ability to employ ‘active listening’ skills to understand customer needs.
  • Previous experience with Advantage is desired.

Expectations

  • Identify service improvement opportunities and automation proposals as we continually improve service level quality.
  • Understand the SDLC of IRIS, Advantage, Message Central, OPIUM, and Middleware (proprietary systems).
  • Partner with support teams from all departments to gain more intimate knowledge of how their business operates.
  • Write well thought-out comments, display empathy on phone calls and always follow up before promised time.
  • Meet or exceed all performance metrics set forth for the department and individuals.
  • Meet or exceed all established SLAs to ensure the most responsive approach to service.
  • Don’t simply complete the task.  Understand the ‘why’ of each request.  If necessary ask customer their intent.
  • Continue to learn the business.  Understanding the Affiliates’ world will allow us to better serve them.
  • Available to participate in on-call schedule.

 

Publishing Services not only provides the platforms and systems that support more than 20 of the world’s leading privately owned media companies, but our passion and progressive ingenuity has helped shape and strengthen the industry at large. We build and support the enterprise applications used by entrepreneurial businesses to help them become highly profitable, and ultimately position them as frontrunners. From Analysis & Discovery to Prototype, Design & Development, from Information & Payment Processing to Order Fulfillment & Subscription Renewals, our expert teams strive to provide a fast-paced, flexible, and functional foundation for growth.

About Us

Comprised of Personnel & Talent, Legal, Financial, Global Technologies, Information Security, Communications, Operations, and Management experts, 14 West offers business leaders the services of seasoned administrative professionals. While they focus on growing their enterprises through new ideas, we ensure the wellbeing of their workplace.

In other words, companies supported by 14 West enjoy the unique luxury to do the work they want to do rather than the work they have to do.

Just like those companies, 14 West was the product of an idea and a small group of passionate people. It was 2001, and Corporate America was abuzz with all of the latest tactics and technologies for streamlining administrative costs and growing margins. But instead of rejoicing, we paused.

We simply weren’t convinced by these cash-and-carry strategies for building infrastructure. And we prefer the idea of people, not machines, managing the wellbeing of other people.

Fifteen years later, 14 West still supports those very entrepreneurs, our employees, and more than 20 other enterprises around the world. And our passion only continues to grow. With a unique approach to service that is thoughtful, thorough, and yet agile, we’ve got a proven track record of success that spans a wide range of industries all around the world.

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