• Provide technical support with regard but not limited to software, hardware, peripherals and cabling queries.
• Undertake the necessary installation of the hardware and software portfolios required by the company including new users, upgrades and telephone system management.
• Take ownership of user problems and be proactive when dealing with user issues.
• Arrange and maintain VPN tokens, usage and issue.
• Support the EMEA users in the use of computer equipment by providing necessary training and advice.
• Maintain a log of any software or hardware where problems have been detected
• Answer helpdesk calls, logging helpdesk calls via HEAT call logging system
• Responding to helpdesk emails, determining the level of response required and escalating problems where appropriate.
• Escalate more complex incidents or problems 
• Maintain a high degree of customer service for all support queries and adhere to all service management principles / service level agreements.

Skills: Technical Support, Hardware Installation, Problem Ownership, VPN Management, User Training, Incident Logging, Helpdesk Support, SLA Adherence

• Fulfillment of customer inquiries and issues as they arise or within service level agreement standards.
• Part of the core team monitoring and acting as first line for operational alerting and incidents
• Provide operational support and configurations for managed services clients per SLA requirements.
• Provide expertise on industry and global fraud solutions knowledge and capabilities.
• Identifies the most critical aspects of a problem, and guides business-focused solutions and recommendations that drive customer value.
• Represent the voice of the customer to inform sales process and product roadmap to drive solution and feature innovations.
• Brings a unique skillset or approach to the table in every customer engagement or internal activity.
• Actively seeks responsibility and takes pride in delivering the highest quality results and recommendations to customers.
• Effectively motivates and builds relationships with cross-functional team members (local or remote), sponsors, key stakeholders, and other individuals.
• Collaborate with team members to improve root cause analysis skills
• Provide input into process improvement initiatives

Skills: Incident Management, SLA Compliance, Industry Expertise, Customer Advocacy, Problem Solving, Relationship Building, Cross-Functional Collaboration, Process Improvement

• Identify through analysis, key components and themes that may impact the customer and the company
• Establish root cause analysis and prioritize and evaluate based on current company initiatives
• Document and maintain concepts, standards, processes, and procedures for root cause resolution framework
• Work with the team for reporting on projects that impact the customer and team, preferably using Salesforce as a tool
• Interact with customers via phone/email to provide effective service and support
• Report product or solution problems to engineering and follow-up on resolution
• Execute installations and upgrades
• Identify areas for improvement and make constructive suggestions for change
• Continually seek opportunities to increase client satisfaction and deepen client relationships
• Ensure customer satisfaction through reporting, follow-up and appropriate problem closure

Skills: Analytical Reasoning, Root Cause Analysis, Documentation Management, Salesforce Proficiency, Customer Interaction, Problem Reporting, System Installation, Client Relationship Management

• Recording details of each call or email received on the service desk, categorising and prioritising the incidents, endeavouring to provide a first-time call fix
• Responding to clients with a phone-first approach where talk with clients first and follow-up via email.
• Liaising with product development team for solutions to more complex queries
• Proactively communicating with clients to help drive adoption
• Supporting customers with expertise on the MailUp platform and services to improve performances
• Relating clearly and comprehensively with customers and colleagues, even in emergency situations
• Contributing to both continuous feedback and continuous improvement processes
• Being involved in the discovery and resolution process of bugs or anomalies
• Consulting dashboards or analytical platforms, in order to interpret metrics, logs, and application data
• Providing data and insights to Product & Technology and Sales teams, bringing a broad understanding of customers' characteristics/requirements to ensure excellent business relationships.

Skills: Incident Management, Client Communication, Cross-Functional Liaison, Customer Adoption, Platform Expertise, Emergency Response, Continuous Improvement, Data Interpretation

• Investigate issues raised through support portal, email, or telephone calls.
• Develop and maintain detailed technical knowledge of the operation of EFI Escada products.
• Work closely with R&D and Services teams to replicate and resolve customer issues.
• Test, analyze, organize, and report on progress of ongoing customer issues, feeding back any workarounds where appropriate.
• Ensure accuracy/accountability/progress of issues though data and reporting tools
• Monitor global support queue, focusing on the customers in local time zone and milestone violations.
• Work closely with customers to understand, prioritize and manage outstanding support cases within the queue.
• Help give field service engineers assistance during installations.
• Work with administration teams in the preparation of quotes/support documents and shipping 
• Feedback to product management teams where think got a great idea for product improvement.

Skills: Issue Investigation, Product Expertise, Cross-Team Collaboration, Issue Tracking, Data Analysis, Queue Management, Field Service Support, Administrative Coordination

• Facilitate the resolution of technical issues submitted by customers including gathering the required information to replicate, diagnose, and resolve or escalate the issue.
• Assist with testing including replicating any defects resulting from the environment configuration or source code and decide as to the best course of action for resolution.
• Create and maintain all technical documentation related to the support ticket.
• Create and maintain technical documentation including release notes.
• Conduct technical training for client developers and operators.
• Provide occasional custom application development and modernization support.
• Prepare and present status update reports for management.
• Inform customers/partners on open support issues and resolution
• Build technical relationships with third party vendors
• Manage projects to timescales and customer satisfaction
• Collaborate with Engineering and Sales teams on resolving issues and technical innovation to improve the customer experience

Skills: Issue Resolution, Defect Testing, Technical Documentation, Technical Training, Application Development, Status Reporting, Vendor Collaboration, Cross-Functional Teamwork

• Performs basic troubleshooting and minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
• Conducts research and performs analysis of products, services, protocols, and standards and makes recommendations for improvement
• Creates knowledge base of content documenting processes, procedures, and best practice standards
• Analyzes problems to enhance business productivity by providing technical advice, solutions, or process recommendations
• Regulates security access following established procedures to safeguard information
• Assists with the execution of projects 
• Engage in a service-focused manner with customers when helping solve/manage deliverables
• Build knowledge of the software, troubleshooting tools, and processes
• Documenting customer reported deliverables and escalating appropriately
• Resolve customer issues in a timely fashion within SLA from inception to delivery
• Act as liaison with Operative internal teams (product management, solutions, chops, account management, and engineering) addressing customer deliverables

Skills: Hardware Troubleshooting, Product Analysis, Knowledge Base Creation, Technical Advising, Security Management, Project Execution, Customer Engagement, SLA Compliance

• Provide first and second level support via phone, web conference, and email
• Track issue progress using JIRA ticketing system
• Perform remote and occasional onsite technical support
• Install and configure solutions for customers
• Deploy patch on client’s site
• Maintain an open line of communication with management on current support issues
• Create and maintain internal Knowledge Base articles
• Provide emergency on-call support
• Assist with organizational IT tasks
• Be responsible for watching and assigning new tickets as they arrive
• Participate in a rotating and NA after-hours support other Support Analysts
• Participate in Professional Services Projects

Skills: Multilevel Support, JIRA Proficiency, Remote Technical Support, Solution Installation, Patch Deployment, Knowledge Base Management, Emergency Support, Project Participation

• Perform L1 support and L2 investigation responsibilities as required, directing the customer through the whole life cycle of the issue.
• Handle production issues reported by customers and do the first level of investigation to find out what could be causing the issue to happen.
• Assess the severity of tickets and make sure they match the defined severity criteria.
• Be the bridge between Operations and the Development teams, ensuring time is utilized effectively
• Enrich tickets before forwarding them to the Development teams, with causes, steps to replicate, and potential ways to resolve them.
• Perform regular ticket triaging and make sure within the SLA based on the severity of the ticket.
• Provide customers with regular updates.
• Develop a deep functional understanding of the product in terms of how it works and what it does, to improve effectiveness while troubleshooting the application.
• Resolve technical issues reported by customers and partners in a timely manner
• Create and maintain user documents including training materials, use cases, and FAQs
• Engage with customers as first line support

Skills: L1 and L2 Support, Ticket Severity Assessment, Cross-Team Coordination, Ticket Enrichment, SLA Compliance, Customer Communication, Product Knowledge, Technical Issue Resolution

• Identify trends/patterns in customer interaction histories and user query data that present opportunities for improvements to operating efficiencies, customer experience, and processes
• Review and maintain the Chatbot conversational experience, to include Self-service and problem scenario reporting conversations
• Monitor the Success factors (response accuracy, CSAT for the Chatbot, analyze key metrics and reports to make updates to existing conversation experiences based on a review of customer interactions and chatbot performance data points
• Work closely with Conversational Design teams in the process of reviewing and maintaining the bot conversational experience and performance
• Define recurring Customer questions that can be handled by Chatbot and improve the dialogue flow to handle such questions
• Define chatbot intent development procedures and taxonomy with Product Management/Engineering for net new products, ensuring a seamless chat experience on day-one product release.
• Correct and re-train failed, misunderstood, irrelevant dialogues to continually evolve the learning and training of Chatbot and optimize the experience for Customers
• Conduct research related to customer's buyer's disputes
• Process Return Material Authorizations (RMAs) in Oracle
• Coordinate with the Quality and Production teams to close gaps and increase buyer satisfaction
• Prepare and maintain spreadsheets and reports to support order management and sales and support activities
• Participate in documentation efforts for all assigned tasks

Skills: Trend Analysis, Chatbot Management, Metrics Analysis, Conversational Design Collaboration, Dialogue Flow Improvement, Chatbot Training, Research Coordination, Spreadsheet Maintenance

• Experience in implementing or supporting Workday, PeopleSoft, Oracle, SAP or similar HRIS applications.
• Demonstrable ability to support or implement learning solutions
• Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes
• Ability to collaborate with multiple partners across a diverse organization
• Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities
• Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries. 
• Experience in one or more of the following areas: Human Capital Management, Recruiting, Talent, Learning
• Previous SaaS support experience preferably in financials.
• Critical and analytical thinking skills
• Excellent written and verbal communication skills

Qualifications: BA in Business Administration with 2 years of Experience

• Analytical experience in a telephone servicing or customer service environment.
• Demonstrated ability to work independently in a fast paced, structured, high volume environment with minimal supervision.
• Proven negotiation/problem solving skills with internal and external clients.
• Strong flexibility/adaptability to manage multiple tasks within stringent time frames while maintaining accuracy.
• Possess strong planning and organizational skills.
• Demonstrated excellent written/verbal communication skills and ability to communicate and work effectively with all levels of management.
• Able to demonstrate analytical and creative problem solving skills
• Ability to produce clear, concise, technical reports
• Proven team player
• Proven ability to learn about new and complex products and services quickly

Qualifications: BA in Customer Service Management with 5 years of Experience

• Knowledge and reputation in addressing user inquiries in one or more of the Sage applications or industries. 
• Experience preferred in a customer-facing role with the ability to build collaborative relationships through the use of positive language and a service-oriented attitude
• Ability to adhere to a structured work schedule and efficiently self-manage work time
• Ability to step through a linear analysis of complex technical issues and to identify problems and suggest solutions in a logical manner. 
• Strong problem solving and troubleshooting skills, including the ability to actively listen, ask meaningful probing questions and the ability to break business processes into simplified steps
• Must be able to learn and apply technical knowledge, work within defined policy and procedures, and use standardized tools and technology to perform job functions
• Strong verbal, listening, and written communication skills
• Experience in a technical support role, ideally second line / customer-facing
• Able to effectively prioritize tasks including own work and requests for help
• A forward-thinking and enthusiast individual with the ability to implement practical solutions
• Possess general working knowledge of facility electrical and HVAC systems

Qualifications: BA in Psychology with 2 years of Experience

• A service-oriented attitude with excellent interpersonal, oral, and written skills
• Collaborative approach to working with others
• Excellent troubleshooting abilities with a passion for technology
• Computer proficiency, with knowledge of Microsoft Word, Excel, PowerPoint, database and web-based applications (Zendesk and Channeltivity experience a plus)
• Demonstrated ability to take the initiative and be proactive, with high attention to detail and proven ability to multi-task efficiently
• Knowledge of networks and wireless technology (CompTIA A+, Network+ certifications a plus)
• Dependable and able to work with minimal oversight
• Able to regularly lift, bend, and reach for monitors, laptops, desktop PCs, servers, and related equipment
• Excellent people and management skills to interact with staff, colleagues and cross-functional teams, and third parties
• Language skills Fluent in English. Spanish, Portuguese, or Mandarin

Qualifications: BA in Information Technology with 1 year of Experience

• Experience in customer service and/or support environment
• Knowledge of CRM, case management, or support tracking tools.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Must have the ability to follow verbal and written communications and communicate effectively with customers and coworkers in a professional and courteous manner.
• Must be able to explain and enforce operating policies and procedures.
• Must have the ability to grasp technical concepts with accuracy.
• Good interpersonal skills, ability to work both independently and in a team environment.
• Facility manager experience helpful or Level 2 help desk experience

Qualifications: BA in Communications with 2 years of Experience

• Excellent written and verbal communication
• Ability to be resourceful
• Ability to multi-task and organize priorities
• Working knowledge of the Microsoft Office 2010 Suite, Windows 7 & 10, Apple and Mac
• Understanding of web browsers, including Internet Explorer, Mozilla FireFox, Safari, Google Chrome, etc
• Knowledge of Apple and Android cell phones
• Ability to learn and apply information quickly
• Ability to work within a high-call volume setting
• Excellent problem solving skills and ability to learn quickly on the job

Qualifications: BA in Business Administration with 6 years of Experience

• Experience in a support-oriented role
• Advanced Excel experience, basic SQL, Looker, Salesforce, and HubSpot experience 
• A self-starter attitude and are eager to learn
• A customer-centric mindset
• Experience working in a fast-paced environment
• Strong problem-solving and technical skills
• Strong organization and prioritization skills
• Great communication skills both written and verbal

Qualifications: BA in Communications with 2 years of Experience

• Problem-solving, both independent and group
• Critical thinker, ability to anticipate needs and impact of decisions
• Strong verbal/ written communication skills
• Ability to analyze data, particularly product performance data
• Exceptional Microsoft Office and SQL database familiarity, MySQL 
• JIRA Service Desk or ticketing system experience
• Experience in one or multiple of the following: Shell script programming, VBA, Linux, Java, JavaScript
• Experience with Google Analytics.
• Experience using Zendesk.
• Experience working in customer / technical support.
• Experience working in a startup environment.

Qualifications: BA in Information Technology with 2 years of Experience

• Interpersonal skills to interact positively with people who may be upset or stressed.
• Solid Customer Support skills
• Excellent at Query Resolution
• Should have basic technical knowledge
• Proficiency with computers, especially with CRM software, and good typing skills.
• Excellent problem solving and analytical skills.
• Experience supporting SaaS software and support experience
• Experience leading Financial or ERP implementation projects – Financial systems, General Ledger, Accounts Payable, Accounts Receivable, Procurement, or comparable
• An extensive Troubleshooting/Problem solving background
• Attention to detail and commitment to producing quality work as an individual contributor and team member

Qualifications: BA in Psychology with 4 years of Experience

• Familiarity with scripting and automation (bash, python, pyspark)
• Understanding of cloud administration (Azure)
• Understanding of PaaS services and Infrastructure Management (Azure)
• ITIL framework understanding
• Foundational knowledge of ServiceNow
• Understanding of DevOps culture and principles
• Familiarity with REST APIs (concepts and use)
• Familiarity with backups, business continuity, and disaster recovery
• Basic understanding of web application architecture
• Containerization and orchestration experience
• Familiarity with ETL tools, pipelines and services

Qualifications: BA in Customer Service Management with 5 years of Experience