Smarsh is the leader in communications compliance, archiving, and analytics. We provide compliance across the broadest set of communications channels with insights on what’s being captured. Smarsh customers manage over 500 million daily conversations across 80 channels and growing. Customers include the top 10 U.S., top 8 European, top 5 Canadian, and top 3 Asian banks. The Smarsh advantage is customers stay ahead of compliance and uncover patterns and relationships hidden within their data.
At Smarsh, we’ve been helping our customers manage new forms of communication since 1998. We work closely with regulators including the SEC, FINRA, IIROC, PRA, FCA and with our customers, to ensure they understand capabilities of today’s technology and our platform meets their most stringent requirements. Our products include Connected Capture, Connected Archive, Web Archive & Business Solutions.
Responsibilities
Proactively monitor, validate and troubleshoot internally raised system and application related issues through inbuilt monitoring platform.
Perform planned/unplanned system & application health checks to ensure smooth and seamless functioning of the product/applications.
Flexible to work in staggered shifts including one of the weekends ( either a Saturday or Sunday)
Flexible to be ready to work on a rotating basis between morning and afternoon shifts depending on the requirement.( Specific to India region)
Automating manual monitoring tasks to reduce overall cost in time and resource.
Identifying monitoring gaps within the product and suggesting ways to bridge the gap or improve the existing alerting so as to proactively catch hold of any unforeseen events.
Vetting/analysing/fine tune newly created alerts before moving them to production.
Deployment of updated monitoring scripts across the estate.
Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, E-mail.
Actively diagnose, troubleshoot and resolve Internally flagged issues. Escalate cases as required based on customer business impact.
Develop broad expertise for multiple assigned products to maximize first contact resolution.
Build deep expertise as SME for assigned focused technologies or products as point of escalation for frontline teams.
Focus on delivery of quality service to customers and partners to drive high levels of customer satisfaction and long-term loyalty.
Effectively manage cases to ensure timely customer status updates and ultimate resolution.
May require handling critical accounts, customer escalations, and 3rd party support coordination to resolve issues.
Log and track cases maintaining detailed documentation of all interactions and statuses throughout the lifecycle of issue.
Work with Incident, problem and Engineering teams to drive resolution of issues, handling customer-facing and internal communications to set clear expectations through closure.
Capture, reuse and share knowledge using KCS (Knowledge-Centered Service) practices as Contributor or Publisher. May include KCS Coach role.
Identify and help implement “shift left” changes to increase resolution rate and accelerate time to resolution.
Advocate for product, policy and process improvements that improve the customer experience.
May be assigned as Designated Support Engineer to specific accounts for premium offerings.
Follow required polices and processes to maintain compliance with information security and data protection requirements.
Collaborate closely with cross-functional teams to resolve issues and fulfill customer needs.
Other duties as assigned
Skills:
Passion for helping customers succeed.
Excellent verbal, written and interpersonal communication skills.
Strong diagnosis and problem-solving abilities.
Time management and critical thinking skills.
Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.
Technical Qualifications and Work Experience
College degree in technical related field or industry/career equivalent experience.
Minimum of 2 years in a support delivery role or 4 plus years industry/career equivalent experience.
Requires IT, networking, database or SaaS/Cloud application support experience.
On-premise support experience highly desirable.
Industry certifications in Windows, Linux, RDBMS, AWS are highly desirable.
Why Smarsh?
Ready to join a thriving tech company that’s redefining digital archiving and business intelligence?
Smarsh is the leading comprehensive archiving platform. Recognized as one of today’s fastest growing companies in the U.S., Smarsh delivers innovative cloud-based solutions that help organizations manage and enforce flexible and secure records retention and compliance strategies for electronic communications, including social media and enterprise social networks (Yammer, Chatter, Facebook, LinkedIn and more).
Our motto is ‘People First. Inspire Confidence. Embrace the Impossible.’ We hire lifelong learners who have a passion for their discipline and a track record of excellence. To learn more about us, visit www.smarsh.com/careers
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