Premium Support Product Specialist II

About This Role

Provide high-level, white-glove support to dedicated Premium/Hyper care clients, ensuring service level agreements are met. Develop strong relationships with clients to understand their technical needs and tailor solutions efficiently.

Responsibilities

• Work with dedicated Premium/Hyper care clients to provide high-level white glove servicing meeting SLA and OLA
• Develop business relationships with customer's technical and management staff to support them with TI system, configuration, and business needs
• Accelerate response time to requests and ensure solutions are tailored to meet customer expectations
• Listen to customer needs for opportunity discovery and forward to appropriate internal teams
• Deliver exceptional service and support to end-users using an online Manage Engine ticketing system
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Stay current with system information, validate process changes, and client updates, sharing with the team
• Develop thorough understanding of products supported, service levels and ITSM ticketing tool
• Serve as a liaison between Solution Engineering Team and clients and various internal teams to drive tickets to closure
• Ensure zero SLA breaches, timely progress on all requests, and adherence to processes
• Create knowledge base articles
• Participate in all required UAT testing
• Complete all assigned training in a timely manner
• Capture processes and submit for Knowledge Base

Requirements

• Ability to work independently
• Demonstrated proficiency in typing and grammar
• Ability to speak and write clearly and accurately
• Proper phone etiquette
• Effective listening skills
• Strong analytical skills
• Multi-tasking capabilities
• Knowledge of customer service principles and practices
• Knowledge about computer fundamentals, web applications and browsers
• 3+ years of phone, email support experience in IT Service Desk\Product Support
• Ability to drive Severity 1 and Severity 2 scenarios, escalations

Qualifications

• Minimum Bachelor’s degree or its equivalent
• 3+ years of phone, email support experience in IT Service Desk/Product Support

Nice to Have

• Strong interpersonal communication skills, internally and externally, especially with customers and sales-force
• Strong presentation, analytical, and logical skills both verbal and written
• Basic knowledge in MSSQL, TSQL
• Experience working in SSO systems

Skills

* Required skills