About the role
as a systems support specialist, you will act as an escalation point for client subject matter experts, providing technical expertise and support to client teams. Through a combination of investigation and troubleshooting, you will offer a world-class support experience for d2l administrators with varying degrees of technical expertise.
in this role, you will conduct thorough research and implement appropriate solutions by referring to user guides and technical manuals. You will identify and correct improperly configured installations, replicate, diagnose, and resolve technical problems experienced by users, employing troubleshooting techniques to ensure prompt resolution.
you will create, update, and resolve support cases within defined service level objectives. Additionally, you will improve product/tool design and functionality through creation of software defect reports and feature enhancement reports. You will also create support documentation, including faqs and both internal and client-facing knowledge-based articles.
requirements
* bachelor's degree in computer science or equivalent technical experience.
* a minimum of 2 years of experience in it, business analyst or closely related area.
* 6+ months of experience working with microsoft sql.
preferred qualifications
* experience at resultscx or bpo industry.
* experience working in a helpdesk environment.
* lms experience - user, administration, and/or support.
* experience with salesforce or any other ticketing system.
about us
we are resultscx, a premier customer experience partner to fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow. Our core expertise extends to actionable analytics, contact center as a service (ccaas), and our own supportpredict ai-powered digital experience platform.