Technical Support Specialist (NYC)

Technical Support Specialist (NYC)


We are currently seeking a highly motivated and customer service oriented individual to join our Solution Delivery team as Technical Support Specialist.


Require minimum 3 years of industry experience.


Location: NY greater area


Position summary

Our technical support team is responsible for the ongoing support and maintenance of implementations and for the continuous success of its customers using our company’s award winning solutions. As a member of the team, the specialist will provide 1st level support for customers and assist the field organization in managing customer issues while improving and enforcing support processes to ensure our company continues to provide quality and effective support to its customers.

Duties and responsibilities

Respond to customer issues according to SLA.

Document all issues in the support call tracking system.

Answer questions about installation, operation, configuration, customization, and usage of our company’s product suite.

Assist customers by diagnosing problems and providing resolutions.

Escalate and leverage 2nd level support to address complex issues.

Assume complete ownership of customer issue until resolved involving multiple inbound and outbound communications.

Build relationships with the customers, keep customers informed of case status, product updates and other information.

Focus on delivering a positive customer experience according to our company’s standards.

Knowledge and experience:

Minimum of 3 years experience in a support role with an enterprise application software or software platform and tools company

Knowledge of application server configuration and setup such as: Tomcat, JBoss, WebLogic, and WebSphere

Experience working in database environments – proficient in SQL and understanding databases concepts and activities, specifically Oracle.

Experience supporting both Java and .net environments & applications and protocols and standards such as J2EE, HTTP, SSL, XML, JDBC and SQL.

Platform experience with a variety of operating systems such as: Unix, Linux, & Windows

Technically savvy and familiar with general computer configuration, network administration and tools.

Experience managing software release and patch updates with customers

Software development background and/or QA is a plus

Experience working in a technical support role for any application performance management software vendor such as HP/Mercury, CA/Wily is a plus

Education and skills

Bachelor’s degree in Computer Science, Engineering or Information Systems

Strong problem solving and organization skills

Ability to work alone and initiate problem solving by motivating the right people.

Ability to work in a team environment

Ability to manage multiple items at one time with a high sense of urgency

Resilience and resourcefulness when solving complex problems

Excellent communication skills

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