Technical Support Specialist – Americas Support

New Jersey

What Will You Do?

As a member of Panaya’s Support team, your goal will be to provide fast and friendly world-class support.

We are looking for a customer oriented person with superior communication skills and proven technical background.

Panaya’s Support team plays a key role in the organization, as we strive to become a leading provider of SaaS-based services.


Responsibilities

  • Own and maintain support requests until resolution; collaborate with other teams as needed and set customer expectations.
  •   Provide problems analysis and resolution for remote customers base.
  • Ensure support requests are handled in a timely manner and escalated if necessary.
  •   Become a subject matter expert in Panaya’s SaaS products (including on premise installation components and cloud components).
  •  Provide accurate and timely feedback for purposes of measuring, tracking and driving continuous service level and product improvements.

Required Qualifications & Skills

Professional

  • Bachelor’s degree, with a minimum of 2 years of technology experience (Computer Science, Information Systems or related fields).
  • At least 3 years of experience with product and/or application customers support.
  • Technical knowledge and hands-on experience with Testing platforms / SAP / Oracle / Salesforce applications.
  • Experience in understanding and reading logs, traces and build basic SQL queries.
  • Strong Windows workstation / servers OS knowledge.
  • Internet security and networking knowledge.

Personal

  • High level of serviceability and customer orientation.
  • Strong analytical and troubleshooting capabilities and problem-solving skills.
  • Strong attention to detail and self-motivation.
  • Work effectively under high pressure in a business-critical environment.
  • Good understanding of software development processes (ALM).
  • Excellent multitasking skills and ability to prioritize tasks.
  • Superior communications skills.
  • Process oriented persona.
  • Ability to travel to customer sites if required.
  • Great team player and working effectively as part of a global team.
  • Motivation to learn and grow with strong self-learning capabilities.
  • Ability to see beyond regular ticket resolution and provide both process and product insights.


Advantage

  •  Experience working with R&D and/or Sales teams.
  • Experience working with Testing applications – major advantage.
  • Additional languages (Spanish, Portuguese, French, German)

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