Sphera is a portfolio company of Blackstone, a U.S.-based alternative asset investment company that focuses on private equity, technology and innovation, and more. Blackstone businesses succeed through strong partnerships, a personalized approach and a commitment to exceptional performance with uncompromising integrity. Sphera and Blackstone are leaders in the Environmental, Social and Governance (ESG) space.
We are guided by our core values of Customer Centricity, Accountability, Bias to Action, Innovation, and Collaboration. These values help us recruit the right talent to join our rapidly expanding team of around 1000 Spherions around the globe. It is important to us that each and every Spherion is not only eager to challenge themselves and knows how to get work done but is an awesome addition to our company culture.
The Sphera Sr. Technical Support Specialist II will act as the technical interface to customers for resolution of technical and functional problems related to the recommended maintenance, use, workarounds, and resolutions for Essential. This position is responsible for ensuring resolution of customer problems received via telephone, email or the Sphera Customer Network (SCN).
General Job Duties:
Answer Customer Care issues received via telephone, email or the Sphera Customer Network (SCN), using customer support tools (SalesLogix, Microsoft Visual Studio TFS) and other applications and files to create, update, troubleshoot, test, process, and maintain customer raised issues, while keeping tickets within workflow parameters and established SLA’s (Service Level Agreements).
Provides functional and technical assistance to customers for Essential
Responds to customer requests within stated guidelines and contractual Service Level Agreements.
Research and recommend known technical & functional solutions to customers, develop workarounds and in some cases solutions for resolution.
Provides consistent and timely status updates to customer issues.
Contributes to the technical knowledge base.
Demonstrates a consistent and positive customer support orientation.
Participates in Application Support initiatives.
All other assigned project(s)
Specific Job Duties:
Have a working knowledge of Sphera’s Essential application. Resolve customer problems with licenses, application error messages, templates and guide customers with use of application help and show-me functions.
Be effective in customer problem solving. Have excellent customer communication, telephone and computer skills including Microsoft Office and e-mail, Internet Explorer. Coordinate work with software developers, QA and project teams in solving application software problems.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the levels of knowledge, skill, and/or ability necessary to perform the job at acceptable standards.
A college/university degree in Computer Science, Information Technology, related Engineering Degree or equivalent
3 to 5 years of Sphera product experience for which this position is being filled
Knowledge of MS SQL Server 2008 to 2012 as well as Oracle 11 and 12. Must be able to write queries to investigate underlying database.
Internet Explorer 10 and 11
Server and network administration & troubleshooting skills with Microsoft Windows Products
Web-based enterprise software support experience in IIS
Effective written and verbal communication skills to deliver world-class customer support
Advanced listening skills and customer service attitude with the ability to show sensitivity to user’s questions and requests
Ability to manage time and workflow to meet service levels and priorities
Ability to set and manage client expectations
Ability to write technical information in a structured manner
A self-starter who is results-oriented and able to operate effectively within a team environment
Sound judgment, analysis skills
Strong inter-personal skills
Other skills:
Proficiency in English – Other known languages are an asse
Sphera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
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