Technical Support Specialist - RQI Partners, LLC : Job Details

Position Overview Provide superior service to RQIP customers and stakeholders by delivering technical support for our programs and a variety of delivery platforms. Accountabilities

• Provide technical support for both internal and external customers.
• Manage escalated tickets for technical issues related to RQIP programs or platforms.
• Create and manage service tickets for all customer interactions, through to closure, ensuring visibility to case status and outcomes.
• Diagnose and resolve technical issues remotely.
• Collaborate and discuss solutions with all stakeholders to coordinate most effective pathway.
• Software testing as required for all products.
• Identify emerging all issues for products; collect information, test and confirm, escalate as needed, provide team(s) work around or solution.
• Effectively collaborate with technical development teams to manage escalated issues. Manage and coordinate communication with customers and RQIP field team.
• Effectively communicate back to customer or internal contact so that solution and root cause are fully understood.

Required Skills and Competencies:

• Bachelor's degree in computer science or related field or equivalent combination of education and experience
• At least 2 years' experience in a customer service role supporting SaaS
• Related experience and training in troubleshooting and providing technical support, primarily remotely.
• Strong communication skills, both written and verbal.
• Proficiency with Excel and other analytic tools.
• Work efficiently and collaboratively in a team environment