Operations Support Specialist
Irvine, CA

Job Description

Are You Ready to Join the Climb?

This is an outstanding opportunity for a support professional who would like to learn new, cutting edge technologies, support an amazing customer base and advance their career! Our Tier 1 Senior Technical Support Representatives work hard and have fun! For bright, energetic, career-minded, team players we offer outstanding opportunities within the elite ranks of our support services group. If you're looking for growth opportunities, comprehensive benefits, a remarkably stable company, and a chance to work with fantastic people, then read on!

Responsibilities:

* Respond to and resolve complex internal and external escalation tickets for software, hardware, internal application and platform issues/bugs in a prompt and professional manner.
* Culls information from multiple sources and utilizes incident management skills to accurately diagnose and track incidents.
* Coordinate complex resolutions by working with other departments, including sales, operations, engineering, product management and accounting to resolve issues.
* Log all incidents and Engineering escalations in JIRA and/or CRM
* Operate MS Excel and data warehousing tools to analyze large pools of data to extract insight
* Serves as the technical intermediary between Tier 1 Customer Service and Tier 3 Engineering
* Provide support and technical guidance to Tier 1 Customer Service/Tech Support/Product Support representatives
* Cultivate positive working relationship with PO's and Tier 3 Engineering.
* Serve as the voice of the customer in PSI planning and meetings with technical teams.
* Assists in the review and maintenance of the team knowledge base
* Other duties as assigned

Requirements:

* High School diploma or equivalent GED. College (2 or 4 year degree) is preferred.
* Strong working knowledge of JIRA and web-based CRM strongly preferred
* At least 1 year of contact center Tier 1 or Tier 2 experience within a medium to large enterprise environment required
* Prior experience supporting IoT products, SaaS and API strongly preferred.
* Exceptional communication skills and ability to promote a positive interactive exchange.
* Competent in communicating technical information to both technically inclined and non-technical staff.
* Technical competencies must include troubleshooting software and hardware systems and programs such as Microsoft Excel, Outlook, Microsoft Office, Internet Explorer, Firefox
* Analytical, critical and deductive reasoning required to troubleshoot user issues.
* Clear, concise, professional and thorough verbal and written communication skills.
* Ability to multi-task, follow exacting processes and procedures and take direction positively.
* Ability to operate multiple applications/windows on multiple monitors and toggle between them quickly is expected
* Ability to work in a fast-paced environment and quickly adapt to process changes.
* Up to 10% travel required
* SQL, AWS Redshift, Birst or other data warehouse knowledge

Rewards:

* 2018 IoT Platform of the Year Golden Bridge and Stevie Award for Customer Service Excellence
* Work with the Best and Brightest Talent
* Stable, High Growth and Profitable Company
* Comprehensive Benefits (Medical, Dental, Vision, 401K Plan)
* Flexible Schedule and Work Life Balance
* Wellness Programs, Spireon University for Learning and Development
* Happy Hours, Car Washes Onsite, Local Food Trucks, Fun Team Building Events
* Employee Discounts on Spireon Products and Services