Applications Support Technician jobs in New Hampshire

Introduction

The Associate Application Support Engineer is part of Optimizely’s Technical Support Services (TSS) team providing technical assistance to partners and customers. This assistance is focused on Optimizely’s products and applications and may include answering questions, troubleshooting problems, diagnosing defects or providing recommended coding approaches. The position requires the right blend of technical knowledge, customer service, and communication skills to handle the day-to-day delivery of technical product support to those customers enrolled in one of Optimizley’s Support programs.

Job Responsibilities

• Respond to assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives.
• Establish solid foundational knowledge of all Optimizely products and develop expertise in one or more areas.
• Learn fundamental operations of commonly used software, hardware, and other equipment.
• Follow standard departmental operating procedures; including accurately logging and updating all service tickets using the defined tracking software and utilizing handover and escalation processes.
• Follow-up and investigate all unresolved tickets including reproducing issues and collaborating with internal experts
• Lead and facilitate conference calls and online sessions with customers and partners where required to more efficiently resolve and complete service tickets.
• Effectively prioritize and manage individual service ticket queues
• Individually contribute to the team’s meeting or exceeding service KPIs.
• Participate in regularly scheduled handover and triage meetings.
• Complete assigned training and adhere to compliance requirements.
• Embrace and promote continuous improvement efforts while providing feedback and input.
• Flexibility to be on call outside of standard business hours

Knowledge and Experience

• NET, MVC, and C# experience
• Demonstrated expertise in web technologies including MSSQL, MVC, Azure/Cloud solutions, jQuery, CSS(3), HTML(5), and Javascript
• Proficient in diagnosing code related issues
• Must possess a sense of urgency and passion for customer service.
• Strong written and verbal communications skills.
• Superb troubleshooting and analytical skills.
• Must demonstrate the ability to address problems quickly.
• Ability to work independently with minimal supervision while focused on delivering results set forth by management.
• Excellent organizational skills.
• Ability to handle and prioritize multiple tasks while maintaining attention to detail.
• Flexibility to occasionally work outside normal business hours.
• English language proficiency (C1 at least).
• Minimum 3 years operational experience

Education

Bachelor's degree in Computer Science, IT or Telecommunication preferred or equivalent working experience

Competencies