Tier 2 - Support Specialist
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Before you apply
SalaryNo pay range posted
LocationNew York
Work moderemote · United States
Typefull-time
SeniorityMid
Experience6+ yrs
DepartmentCSG, Support
Company size51–200 people
PostedJan 16, 2024 · 2y ago
Verified live1d ago
May no longer be actively hiring
Posted by the company on Jan 16, 2024No pay range listed, though New York requires one
At a glanceSummarised by Seekless from the posting.
6+ years of experience resolving technical issues for clients in a support environment ideally for a SaaS company
Background in establishing and building lasting customer relationships and/or customer support experience
Ability to multitask between calls, emails and open cases to resolve issues
Ability to thrive under tight deadlines
Ability to work in a diverse team environment
Comfortable presenting ideas internally and to client stakeholders
Excellent time and priority management skills
Excellent communication skills
Salesforce certifications
Full professional proficiency in English
About the company
Odaseva provides enterprise data management and security solutions that help organizations exercise sovereignty over their critical data.
Companies representing 10% of global market capitalization trust Odaseva, including Schneider Electric, Volkswagen and Robert Half.
Its Excalibur Data Platform enables customers to protect, secure, move, and use data and code independently of application vendors.
The platform supports complex and high-volume use cases, including backup, archiving, zero-copy, BCDR & High Availability, data federation, and semantic AI orchestration.
Customer-controlled end-to-end encryption raises the bar for enterprise security.
With 11 patents, Odaseva manages 50 trillion records and supports 100 million users.
Your Role:
We’re seeking a Tier 2 Support Specialist to join our Super Awesome Support team.
As a Tier 2 Support Specialist, you will provide world class service to our customers. You will engage customers on inquiries, technical issues, and suggestions. You will help provide a valuable and memorable experience.
You will have the opportunity to work in an exciting ecosystem. If you want to become another important member of a fast growing team of experts, this is the job for you.
Your responsibilities
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Respond to support tickets and inquiries through phone, e-mail, and live chat
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Handle escalated cases by working cross-functionally with but not limited to R&D, Product, CSM
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Diligently work with customers by providing regular updates to tickets and open issues
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Communicate closely with Support tier 1 and 3 to troubleshoot and resolve issues
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Work with our Managed Backup Services team to implement, monitor, optimise our backup plans
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Assist with QA regarding bugs and new features, consistently test functionality of the platform
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Assist in managing the knowledge base to help clients find answers to frequently asked questions
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Be passionate about making our customers happy
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Be open to wearing multiple hats with a readiness to support all members of the Odaseva team
Required Qualifications
•
6+ years of experience resolving technical issues for clients in a support environment ideally for a SaaS company
•
Background in establishing and building lasting customer relationships and/or customer support experience
•
Ability to multitask between calls, emails and open cases to resolve issues
•
Ability to thrive under tight deadlines
•
Ability to work in a diverse team environment
•
Comfortable presenting ideas internally and to client stakeholders
•
Excellent time and priority management skills
•
Excellent communication skills
•
Salesforce certifications
•
Full professional proficiency in English.