Support Specialist
The Platinum Support Specialist works within our Support Specialist Organization and performs technical analysis and processing of requests for our highest tier clients. While being able to perform technical support for multiple products within our Tricentis catalog, this role will focus on Tricentis Tosca. This role requires a strong set of soft skills including written and verbal communications, conflict management, task management and an ability to foster positive business relationships. While much of this role will consist of technical troubleshooting, a key responsibility will be connecting with customers regularly to understand their business needs and provide industry-leading service to support them.
Responsibilities:
Perform technical analysis and troubleshooting on a variety of products with a focus on Tricentis Tosca.
Respond promptly to incoming issues and inquiries via self-service cases, live chat, phone, and video calls.
Organize and manage case work according to priority and to comply with SLAs.
Escalate cases to Support Engineering and collaborate on solutions as needed.
Work closely with multiple top-tier Platinum customers to champion their CX journey within Support.
Attend meetings with assigned customers to answer questions and provide status updates.
Field requests from assigned customers and route them to the appropriate experts as necessary.
Collaborate with CSMs and internal team members to deliver a high-quality customer experience as a team.
Provide reporting and analytics to customers that highlight support trends.
Qualifications:
BA/BS degree in Computer Science or related field
Strong analytical and technical troubleshooting skills.
Excellent written and verbal communication skills with a customer service mindset.
Minimum 3+ years' experience working in a customer-facing technical support role.
Broad range of knowledge with technical topics such as databases, scripting languages, and networking.
Ability to familiarize yourself quickly and effectively with new software concepts.
Previous experience with QA/automation testing tools is a plus (but not required).
Strong knowledge of VM architecture, SaaS applications and APIs is a plus (but not required)
Tricentis Core Values:
Knowing what we need to achieve and?how?to achieve it is important. Tricentis core values define our ways of working and the behaviors we model that create an enjoyable and successful Tricentis life.
Demonstrate Self-Awareness: Own your strengths and limitations.
Finish What We Start: Do what we say we are going to do.
Move Fast: Create momentum and efficiency.
Run Towards Change: Challenge the status quo.
Serve Our Customers & Communities: Create a positive experience with each interaction.
Solve Problems Together: We win or lose as one team.
Think Big & Believe: Set extraordinary goals and believe you can achieve them.
Why You’ll Love Working at Tricentis:
Supportive and engaged leadership team
Career path and professional and personal development
401(k) plan, full benefits package available
Company paid Disability and Life Insurance
Hybrid work environment
Our commitment to diversity and inclusion runs deep. We actively seek out those with different perspectives and consciously take steps to ensure everyone has a voice
We’re a global company!
Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran.
