Technical Support Specialist II (Remote)

This job was posted over 30 days ago, so it has most likely closed. See newer jobs like it.

Written by AI from the job title and company, not by JAGGAER, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Technical Support Specialist II at JAGGAER is a pivotal role responsible for delivering high-quality technical assistance and support to clients utilizing the JAGGAER procurement software suite. This position entails helping users troubleshoot issues, ensuring they maximize their use of the software features, and maintaining high customer satisfaction levels. The Technical Support Specialist II will also work closely with engineering and product teams to provide feedback on user experience and escalate technical issues as needed, fostering a collaborative environment to enhance product offerings.

Job Responsibilities

• Provide technical support to clients via phone, email, and online chat, addressing inquiries and issues related to JAGGAER software.
• Diagnose and resolve technical problems, documenting issues and solutions in the ticketing system for future reference.
• Assist clients in navigating the software interface and utilizing various functionalities to enhance their procurement processes.
• Collaborate with engineering and product teams to communicate user feedback and participate in product improvement initiatives.
• Conduct training sessions or webinars for clients to educate them on software features and best practices.
• Maintain an up-to-date knowledge base on software updates, best practices, and industry trends to provide accurate support.
• Prioritize and manage multiple tickets effectively to ensure timely resolutions.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 2-3 years of technical support experience, preferably in a software or SaaS company.
• Proficiency in troubleshooting software-related issues and familiarity with ticketing systems.
• Strong communication skills, both verbal and written, with the ability to convey technical information clearly to non-technical users.
• Experience with troubleshooting web applications and a strong understanding of HTML, CSS, and JavaScript.
• Ability to work independently and collaboratively in a remote environment.
• Problem-solving skills and a customer-oriented mindset.

Technologies & Tools

The Technical Support Specialist II will utilize a variety of technologies and tools, including help desk software for ticket management, remote access tools for troubleshooting client systems, and collaboration platforms for communication with teams and clients. Familiarity with JAGGAER's procurement solutions, as well as general knowledge of web technologies, is essential for effective support delivery.

Ideal Candidates

Ideal candidates for the Technical Support Specialist II position exhibit strong analytical skills, coupled with a proactive approach to problem-solving. They are customer-centric, demonstrating empathy and understanding toward client needs, while possessing the technical prowess necessary to resolve issues efficiently. Additionally, possessing excellent organizational skills and the ability to adapt to rapidly changing environments will enable success in this role. A passion for technology and a commitment to continuous learning further distinguish the optimal candidates.