Senior Technical Support Specialist Job
Job Description Job Attributes+
Des Moines, IA, US
Who are we?
We’re Dice, eFinancialCareers and ClearanceJobs, services ofDHI Group, Inc. — where we're connecting futures now. We help connect professionals with the careers they want and companies with the talent they need, and we achieve this by providing online access to relevant and meaningful jobs, candidates, and insights within each of the communities we serve.
Why work with us?
We provide opportunities for you to contribute to our success, within a collaborative team where your opinion matters!
We challenge you to do exciting work while helping you grow your career!
We offer competitive pay, benefits and programs for you and your family to live healthy and secure!
We host social events for you to connect with others across our company and markets!
We serve the communities where we're located, and the causes important to you!
What is this opportunity?
Senior Technical Support Specialist
The senior level Technical Support role will perform the duties of a Technical Support Specialist, as well as act as a resource for the Technical Support employees. The Senior Technical Support Specialist will provide assistance in the areas of coaching, handling escalated customer requests, and other projects as assigned.
Analyze, troubleshoot/test, and submit technical analysis for all client/internal user reported Site bugs/issues as reported by PS/CS/Sales support teams via phone, email, and the SalesForce incident tracking system to the Product/Development teams for remediation.
Create Jira tickets and communicate with Product Support, Customer Success, Sales, Project Managers and Development Teams to provide meaningful technical analysis of issues, impact and priority.
Deliver high-quality technical support to Dice and ClearanceJobs customers through thorough analysis of technical bugs and issues.
Assist lead with User Acceptance Testing and Break Testing for Product Delivery teams.
Assist and contribute incident management/notification analysis and response. Information feedback/feed forward.
Serve as a liaison to front line product and customer support teams to manage first level response, communication and resolution of escalated issues to and from Product and Development Teams.
Collect customer feedback and feature requests reported through Tier 1 product support teams; provide feature requests to Product for analysis.
Other duties as assigned.
No supervisory responsibility.
What are we requiring for this role?
Required Knowledge, Skills and Attributes
˗Demonstrated expertise in technical analysis and troubleshooting approaches
˗Knowledge of CRM, email, and chat back-end systems.
˗Troubleshooting expertise for common browsers (I.E. Firefox, Chrome, and Safari) and web applications.
˗Ability to think outside the box for troubleshooting issues and identifying trends.
˗Proven aptitude for technology, math, product management, and/or industry knowledge.
˗HTML and web dev console experience.
˗Proficient in O365 with Excel/Tableau skills.
˗Customer/Product feedback experience with strong customer relationship skills.
˗Proven ability to think creatively and work independently.
˗Ability to develop in-depth knowledge of Dice/CJ Products and act as general SME for support teams.
˗Ability to use good judgment when working with confidential information.
Required Education and/or Experience
˗Associate degree or equivalent experience required.
˗A minimum of 1 year of Customer or Sales Support experience or equivalent.
˗A minimum of 1 year of troubleshooting/technical support experience or equivalent.
How do you apply?
Click here to provide your resume or curriculum vitae and answer a few questions—which will only take you a few minutes!
Who We Are
At DHI Group, we recognize veterans as some of the most valuable, untapped talent in today’s market.
With business skills that are well-developed and highly transferable to the civilian workplace, we have made it our mission to help veterans translate their Military Occupation Codes (MOC) to civilian roles.
Careers here boost careers everywhere. We build products to connect tech professionals with the careers they desire and employers with the talent they need.
Passion for helping people thrive drives all of our 500+ employees worldwide.
At DHI, our purpose is Connecting Futures Now.
Tech and engineering professionals in North America
Professionals with active U.S. federal government security clearances
Financial services professionals around the world
What We Offer+ WORK
As a military veteran, we understand your last role was arguably one of the biggest and most important jobs someone can have. At DHI Group, we’d like to think we do important work too – connecting technology professionals with careers. Technology powers companies. Professionals power technology. When you join our team, you can help drive positive change for tech professionals.
In the military, career progressions are straightforward and clear. At DHI Group, we’ve made it our mission to establish clear career paths to help you navigate your options as you grow, and the tools to get there. Your goals will align with your leaders, team and peers.
From day one, we connect our veteran employees with onboarding resources to flourish at DHI. We offer you the tools and shine a light on the path for you to be successful working here.