solutions spe cialistIntrado

Job Summary:
Responsible for providing first line product and technical support guidance; managing overall ticket intake (monitoring / assignment / routing / escalation), completion of Tier 1 level requests, conducting initial troubleshooting for self-service and internal live day issues, and providing recommendations and initial drafts for knowledgebase articles on the Studio, Studio Webcasting, Virtual Events, Video Portal and Platform Builder products.
Essential Duties:
Investigate, test and recreate advanced product issues and questions, joining live webcasts and trainings as needed for quick issue resolution
· Send initial responses for client and internal incoming tickets on the Studio, Studio Webcasting, Virtual Events, Video Portal and Platform Builder products.
· Categorize tickets based on priority and topic, self-assign or escalate as needed, working closely with the Tier 2 team on ticket escalation
· Gather initial diagnostics of issues / questions / requests and accurately document ticket notes
· Lead information gathering and basic troubleshooting calls with self-service clients for general inquiries and issues (including urgent live day needs)
· Use available tools (such as knowledge base, troubleshooting documents and team articles) to resolve requests on first contact whenever possible
· Complete admin tasks and duties including but not limited to: tenant setup and configuration, webcast and event template configuration, webcast and event copies
· Provide webcast shadows for newly onboarded self-service clients
· Engineer Studio webcasts as assigned when additional support is requested from full-service team
· Review Tier 1 solved tickets for trends on knowledge gaps and provide recommendations for knowledgebase articles to Tier 2, completing initial article drafts once approved
Qualifications
· Bachelor's degree from an accredited college or university required. Equivalent work experience in a similar position may be substituted for education requirements.
· 1 - 3 years of professional experience in a product or technical role working with clients and internal operations required.
· 1+ years of experience serving in a client-facing or customer service based role required.
· High proficiency with internet and cloud-based programs and tools required
· Solid understanding of cross-browser & cross-device testing and compatibility required.
· Webcasting and/or Virtual Event experience is preferred.
· Excellent written and verbal communication skills.
· Ability to use critical thinking and insight to create customized ticket responses.
· Experience working with a ticketing tool (Zendesk is a plus).
· A solid understanding of HTML / CSS / Dreamweaver.
· Familiarity with browser Developer Tools and Adobe Creative Suite.
Intrado