Associate Technical Support Specialist
Anaheim, CA

Job Description

Job Description

The Associate Technical Support Specialist is a critical member of the Parks & Resorts Application Operations team. They are responsible for providing first level technical support for critical Parks & Resorts systems and facilitates customer care to Cast/Business customers. Their work includes: testing application, mobile, and online systems to determine business impact during outages and degradations; understanding trends to identify and prioritize automated or manual system recovery procedures; and partnering with other technical teams to provide high availability for Parks & Resorts' critical systems.

Job Type

Full Time

Segment

Parks, Experiences and Products

Category

Technology

Basic Qualifications

* Strong oral and written communication skills with business customers and technical teams.
* Demonstrated strong interpersonal and presentation skills, including the ability to interface between technical and business nomenclature.

Business

Parks, Experiences and Products

Required Education

* Bachelor's degree in field such as Computer Science or Information Technology, or equivalent experience.
* 1+ years' experience in a role providing support/troubleshooting for technical issues. Information Technology systems experience is preferred.

Postal Code

92802

Responsibilities

* Provides customer care to Cast/business customers through technical support of issues and requests of low to moderate complexity.
* Interfaces between business customers and WDPRT by translating business issues to actions for technical resolution.
* Receives and logs customer requests and owns end-to-end customer support. Resolves the resulting incident or fulfills requests using agreed processes.
* Resolves technical issues where possible without referral.
* Escalates incidents to appropriate technical resolution team. Ensures effective resolution of issues.
* Collects and maintains detailed information to enable swift resolution via notes on tickets, attachments to tickets, posts to chatrooms, etc.
* Communicates incident resolution or fulfilment to the customer.
* Assists in proactive problem management.

Job Description

The Associate Technical Support Specialist is a critical member of the Parks & Resorts Application Operations team. They are responsible for providing first level technical support for critical Parks & Resorts systems and facilitates customer care to Cast/Business customers. Their work includes: testing application, mobile, and online systems to determine business impact during outages and degradations; understanding trends to identify and prioritize automated or manual system recovery procedures; and partnering with other technical teams to provide high availability for Parks & Resorts' critical systems.

Basic Qualifications

* Strong oral and written communication skills with business customers and technical teams.
* Demonstrated strong interpersonal and presentation skills, including the ability to interface between technical and business nomenclature.

Required Education

* Bachelor's degree in field such as Computer Science or Information Technology, or equivalent experience.
* 1+ years' experience in a role providing support/troubleshooting for technical issues. Information Technology systems experience is preferred.

Responsibilities

* Provides customer care to Cast/business customers through technical support of issues and requests of low to moderate complexity.
* Interfaces between business customers and WDPRT by translating business issues to actions for technical resolution.
* Receives and logs customer requests and owns end-to-end customer support. Resolves the resulting incident or fulfills requests using agreed processes.
* Resolves technical issues where possible without referral.
* Escalates incidents to appropriate technical resolution team. Ensures effective resolution of issues.
* Collects and maintains detailed information to enable swift resolution via notes on tickets, attachments to tickets, posts to chatrooms, etc.
* Communicates incident resolution or fulfilment to the customer.
* Assists in proactive problem management.