*INTERNAL OPPORTUNITY* | Technical Support Specialist Tier II

INTERNAL OPPORTUNITY* Technical Support Specialist Tier II

Technical Support St. Louis , Missouri YOUR OPPORTUNITY

If you are interested in pursuing a Technical Support Specialist Tier II role and growing in your role, please submit your application to get the opportunity to be considered for the next step up.

We are looking for a talented Technical Support Specialist II to join our Tier II global support team. This position will be responsible for providing advanced technical and customer service support to InMoment stakeholders, customers and clients.

Support will be provided by troubleshooting and clearly communicating solutions to customer issues across InMoments suite of cloud products in a user-friendly and professional manner, by phone, email and chat.

The Technical Support Specialist II strategizes with Engineering, CSMs and ASs to apply technical solutions and facilitate resolution of platform bugs and outages.

Successful TSS IIs will be adept at problem-solving, designing solutions with clients, and being part of a team that drives retention and growth by delivering a world-class customer experience for InMoment clients.

KEY RESPONSIBILITIES

• Provide technical solutions to escalated tickets through; triage, troubleshooting, research and resolution.
• Keep abreast of InMoment product features, capabilities and advancements and maintain a high degree of product knowledge.
• Be flexible in learning new InMoment platforms and providing excellent support across our suite of products.
• Actively participate in Bug Management and Outage Management activities and communication.
• Be a key contributor to Technical Support Confluence content and ongoing product training.
• Develop and maintain relationships with internal and external stakeholders and partners.
• Be flexible with work hours and availability (after hours, holidays, etc.).
• Demonstrate subject matter expertise, be innovative and make an impact : on your customers, on your team, and on the company.
• Help deliver improvements by participating in post-mortem processes.
• Focus on continuous team improvement by onboarding new team members.
• Demonstrate deep execution focus by setting and achieving quarterly goals at the individual team level.
• Meet Key Performance Indicators (KPIs) and other departmental standards of performance and metrics.

HIGHLY WELCOMED SKILLS

• Prior experience working in a customer service or technical support role.
• Proven communication and arbitration skills.
• Aptitude to be a self-starter and flexible with frequent change.
• Ability to be self-motivated, detail-oriented and organized.
• Ability to multitask, prioritize and manage time effectively.
• Capable of working individually and as part of a team.
• Willingness to work in a fast-paced, diverse environment.
• Ability to troubleshoot and problem-solve advanced issues with remote customers and internal stakeholders.
• Software configuration troubleshooting and diagnostic skills.
• Analytical Mindset : Ability to think on one's feet and find creative solutions at an application and account level.
• Collaborative / Leadership : Excellent teammate with a positive attitude and a strong sense of self-direction and the ability to work across all internal teams and influence coworkers.

KEY RELATIONSHIPS

Reports to Team Lead, Technical Success

At InMoment, diversity and inclusion is at the core of who we are. InMoment prides itself on an inclusive culture that promotes, encourages and supports the diverse voices of our employees and clients.

We strive to create workplaces that reflect the communities we serve and believe that different perspectives, interests and backgrounds foster a stronger and more creative work environment.*

We thank all those who apply, however, only candidates selected for an interview will be contacted.*

Please no phone calls and no agencies / recruiters - this is a direct hire

Location St. Louis , Missouri