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Technical Product Support

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Technical Product Support 


As a Product Support and Help Desk Team Member, you will collaborate directly with all members of the team on design ideas to influence product and technology decisions. You will join a highly focused and small group of experienced engineers. We operate a balanced Agile environment with an emphasis on maintaining a productive team environment while continuously and rapidly adding value to users. Successful candidates are humble, thoughtful and respectful of ideas, while bringing passionate solutions that strengthen the product and  product vision. Our goal is to produce quality solutions while having fun in a casual, results- driven environment. 


Responsibilities 
 Take ownership of the support request life cycle 
 Interact with customers daily as primary point of contact 
 Collaborate with product development team to define and resolve issues 
 Monitor and maintain application platform(s) to ensure required performance and 
availability 
 Provide recommendations for product enhancements to the internal development team 
 Logging and reporting on help desk performance and incident/problem management 
 Maintaining support portal and documentation resources 
 Monitor and report on business activity on application platform 
Desirable skills and competencies 
- Excellent communication skills and very comfortable interacting with external users 
- Experience running SQL queries 
- User acceptance testing, troubleshooting and technical support experience 
- Testing web applications and WebServices (REST APIs) 
- Strong understanding of defect tracking tools and processes 
- Experience with issue tracking tools such as ZenDesk. 
- Experience with product, validation, functional and user testing is preferred 
- Experience authoring feature and regression test plans 

Experience with defect tracking and triage 
- Experience communicating and simplifying complex ideas or processes 
- Knowledge of latest business activity monitoring solutions and/or business analytics 
platforms

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