Product Support Specialist (Tier 2)

Do you have a passion for customer experience? Do you thrive by using technical disciplines and skillsets to resolve complex issues? Then, we can offer you an exciting opportunity.

At [xxxxx] we are growing, as we are constantly striving to further develop our market-leading sport tracking solutions. Therefore, we are looking for an experienced and highly motivated product specialist.

As a tier 2 product specialist & customer success specialist, you will be providing an exceptional customer experience, interfacing with multiple internal and external teams, and using technical disciplines and skillsets to resolve complex issues. You will provide technical support to both end users and internal personnel in a laptop, desktop, server, and infrastructure environment. Strong analytical, planning, organizing and problem-solving skills are needed to be successful in this position.  

Responsibilities include but are not limited to:

• Provide assistance, advice, problem solving, and technical information to customers regarding the use of [xxxxx] applications
• Organize and prioritize assigned tasks to meet established schedules, timeliness, and/or deadlines
• Quickly identify problem areas or situations, evaluate problem causes and take appropriate action to resolve problems identified
• Monitor all [xxxxx] Range sites and proactively communicate internally and externally when a site goes offline or is not tracking
• Create knowledge base content to be shared with T1 support
• Prepare and provide routine reports
• Log and explore technical support questions and problems to identify trends and opportunities for platform enhancements
• Provide support to clients both deskside and remotely
• Correct faults and provide resolution of complex problem tickets
• Perform network analysis and capacity planning
• Assist in the creation of processes and procedures for client network operations
• Contribute to the planning and implementation of multiple projects
• Possible light travel or on-site testing in the local area
• Other non-support job duties will be given based on experience and qualification
• Test [xxxxx] and [xxxxx] related software(s) then provide quality feedback to the QA department
• Troubleshooting, project management, initiative and professionalism are of utmost importance
• Resolve complex issues requiring detailed systems and applications knowledge that has been escalated from Tier 1
• Train and educate Tier 1 personnel on proper use of [xxxxx] hardware and software
• Maintain system capabilities by testing existing equipment and programs
• Test new systems and software