OUTPERFORM – We’re on the lookout for amazing individuals, avant-garde thinkers and state-of-the art doers, who thrive on teamwork in a non-stop, challenging environment. You should be ready for a high level of personal commitment and personal reward. You need to possess a positive outlook, spirited drive and be hungry for more sales, more technology and more success.
If you can outpassion, outinnovate and outtalent, then please contact us at Outbox to become a part of our worldwide team.
The Client Support Specialist position is a challenging one, requiring a proficiency in computers, a comprehensive understanding of customer service, a knack for accomplishing detailed tasks and excellent time management skills. The responsibility of the specialist is to ensure client satisfaction and contribute to the overall success of the organization through creativity and active team participation. Specialists are enthusiastic and organized, educate themselves on our company’s software updates and act to deliver timely and world-class support to the company’s clients and their customers.
Duties and Responsibilities
Technology / Software:
This is an exciting and critical role which involves providing Level 2 technical support for our clients and the business. The role balances customer support and technical knowledge, requiring a fair amount of scripting, data manipulation and problem solving experience. It is a critical link between the London support team and the technical support team based in Montreal. Working within a Linux environment and Microsoft SQL Server database, the Configuration and Application Support Specialist team is responsible for resolving and leading all second line requests. A strong technical understanding of web hosted services is a must and managing tight deadlines is a given.
Using Outbox network monitoring tools, he/she will analyze the performance of our systems and undertake diagnoses as required, contributing to the continuous improvement of our services. He/she will work with the management team, analysts and programmers responsible for our products to ensure customer satisfaction by delivering quality applications on schedule.
Experience within the ticketing industry is sought after but not essential.
Duties and Responsibilities
Requests for change or event modifications are submitted by the Client Support Specialists using the FreshDesk online helpdesk system. All level 2 requests are submitted to a queue where it is the responsibility of the Configuration and Application Support Specialist to manage, resolve or escalate as appropriate. Expectations and timescales must be managed in line with SLAs. Reports to the Operation Director.
This role requires the Configuration and Application Support Specialist to focus on supporting our UK and international client requirements. The right candidate will be good at managing his/her own time and used to documenting best practices and continuously improving current processes.
The role consists of a troubleshooting services by examining logs, querying SQL databases for information and running reports as required, and writing automation scripts using Python. The environment is fast paced and finding workflows that enable fast and accurate resolution is rewarded.