Product Support Technician
Premiere Global Services
Toronto, ON., ON, CA
13h ago

Overview

The Product Support Technician executes the organization’s overall second level technical support goals for automated and web products.

The Technician manages second level troubleshooting, escalating, reviewing, researching, and managing product and service impacting incidents through to resolution.

The Tier 2 Product Support Technician works directly with third level support and Development to escalate issues, determine root cause, and devise work-

around solutions until new software can be deployed. The Technician works directly with vendors to ensure issues are identified, researched, and resolved in a timely manner.

The Technician creates executive level reports to track incident type and volume, escalations to third level and development groups, and incident trending and restoration, in addition to authoring Knowledge Management content to be used globally across support levels.

  • Strategy prioritize daily tickets, queue, urgent issues and escalations, engage customer follow-up, vendor and testing appointments
  • Ticket flow management collaborate with Tier 1 and third level support teams to identify and mitigate ticket escalation failures and create and implement ongoing improvement plans
  • Trending & reporting - detect and document incident trends, generate reports and communicate results across various levels of the organization
  • Vendor management manage product-related incidents with external vendors and manage vendor interactions with customers
  • Training train new team members on processes, products and protocols from a second level support perspective and mentor new team members and Tier 1 Product Support Technicians
  • Complete weekend on-call duties as assigned on a rotational basis
  • Minimum- Fluent in English and French Associates degree or equivalent training and technical certifications in an applicable technical field OR Two years of related experience in any combination of the following fields : desktop, hardware, software, technical troubleshooting support AND 2 years of experience in computer or technical customer service Preferred-

    Fluent in Quebecois French ITIL Incident Management experience or knowledge Advanced Excel experience Telecommunications experience Service delivery experience Telephony transport methods knowledge Functional / Technical Skills Has the functional and technical skills and knowledge to perform at a high level of accomplishment.

  • Demonstrated ability to read and decipher information contained in technical logs - Ability to export, parse and prepare logs for third level technical teams Technical Learning Quickly learns new industry, company, product, or technical knowledge and skills.
  • Actively pursues learning of new and upcoming industry technology and internal product offerings. Learning on the Fly Quickly grasps the fundamental nature of platforms, architecture, or infrastructure;
  • learns quickly when facing new problems; enjoys the challenge of unfamiliar tasks; is relentless and versatile, persistently seeking to understand change or unusual problems;
  • experiments and will try multiple approaches to find a solution; analyzes both successes and failures for clues to improvement.

  • Problem Solving Spends time accurately defining the problem before investigating; uses appropriate problem solving methods for both complex and basic problems;
  • looks beyond the obvious and doesn’t stop at the first answer; probes all available resources for answers; accurately correlates patterns and trends to problem solutions.

    Dealing with Ambiguity Effectively copes with change; can decide and act without having the total picture; comfortably takes on new tasks without having to finish a previous one first.

    Time Management Values time; plans day and organizes resources to produce efficient results; can attend to a broader range of activities.

  • Informing Provides individuals with accurate information to ensure quality decisions can be made; is timely when providing information;
  • can effectively decipher who needs to know information and when they need to know it by. Conflict Management Is a focused listener, able to read and assess situations quickly;
  • can find common ground and get cooperation with minimal escalation; seeks to understand the position or opinions of others, even when in disagreement with them.

  • Action Oriented Can act with a minimum of planning; proactively seizes opportunities; enjoys working hard. Perseverance Pursues everything with energy, drive and a need to finish;
  • doesn’t give up before finishing, even when faced with resistance or setbacks; passionate about driving resolution. Written Communications Writes clearly and effectively in multiple communication settings;
  • translates technical information to non-technical, customer facing documentation; ability to communicate in writing with a variety of people at any technical or professional level, both internally and externally.

  • Customer Focus Dedicated to meeting the expectations and requirements of internal and external customers; obtain first hand customer information and suggests product and process improvements;
  • act with customers in mind and anticipate customer needs; establish and maintain effective customer relationships, gaining their trust and respect.

  • Peer Relationships Is a collaborative team player who takes active participation in the group; seeks feedback or opinions of others and can be candid with peers;
  • readily shares information and easily gains trust and support of peers; can represent his / her own interests and yet be fair to other groups.

  • Integrity and Trust Open and honest; willing to accept responsibility for mistakes and take accountability for the actions of themselves and the results of the team;
  • develop and maintain trust; doesn’t misrepresent facts for personal gain. Composure Demonstrates mature, cool composure, even in tough or stressful times;
  • readily adapts to the unexpected; doesn’t react negatively when resisted or blocked; is a settling influence in times of crisis.

    Listening Practices attentive and active listening; demonstrates patience in hearing people out; can accurately restate the statements or opinions of others, even when in disagreement of them.

  • Self-Development Is personally committed to and actively works to continuously improve him / herself; understands that different situations may call for different skills and approaches;
  • maximizes strengths; accurately identifies and challenges self to overcome weaknesses and limitations; sets goals that require focus in areas of both strengths and weaknesses.

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