Technical Support Analyst 3

This delivery team is looking for a highly motivated Technical Support Analyst (TSA) who truly understands the meaning of world-class customer service and global technical support. As a TSA you will primarily be responsible for investigating issues escalated by Tier 1 support agents, and for resolving them or working with other team members to reach resolution, tracking progress of resolution for all open items, and keeping Tier 1 agents apprised of status and expected timing of resolution.



In this role, you will be expected to develop program knowledge about online subscriptions programs including benefit entitlements, online resources, and program and system dependencies. You will be the primary escalation point from Tier 1 Support, and you will be very involved in issue investigation and resolution, and working with team members to ensure timely responses are provided back to customers.



Specific responsibilities include but are not limited to:

• Confirm escalations received from Tier 1 contain all appropriate customer details and include confirmation of issue reproducibility.


• Ensure downstream support agents (Tier 1 and Tier 0 where possible) are fully utilizing available resources and not unnecessarily escalating issues that they should be resolving.


• Written and verbal communication.??


• Use available troubleshooting, monitoring, and system tools to research service requests more fully and resolve where possible.??


• Work with Subject Matter Experts to triage service requests you are not able to resolve independently, to determine appropriate next steps beyond logging bugs for team members. These service requests typically include items that require platform changes, policy reviews, or configuration updates.


• Track status and response times for all SRs escalated to you and work closely with team members to ensure issues are getting timely responses and that downstream support teams are getting periodic updates during resolution.??


• Gather service request metrics from downstream support tiers for incorporation into end to end support metrics.??


• Create post-mortem and resolution documentation for issues, where appropriate.??


• Manage system outage notifications ??? email communications and system alerts.??


• Create and maintain process and internal knowledge base articles.??


• Monitor system error logs to identify system health or integration problems.??


• Monitor program forums/blogs to identify Subscription specific questions or issues, and coordinate responses from subject matter experts.??


• Create and run basic SQL queries.??


• Update support and customer resources where programmatic solutions are not in place.??


• Participate in periodic conference calls w/ other support partners, program marketing and engineering partners worldwide.

Qualifications / Key Skills:

• 1+ years exp. in a NOC or similar Operations environment required


• Prior online service support experience preferred


• Excellent written and verbal communication and presentation skills


• Strong problem solving, analysis, and troubleshooting skills


• Strong cross-group collaboration and negotiation skills


• A BA or BS strongly desired. Computer Science, Engineering or related technical discipline preferred


• One year of using SQL desired


• Occasional night/weekend coverage may be required in response to system problems, or in anticipation of launch activities


• Familiarity with web development and programming technologies such as ASP.NET, SQL, C#, XML, XSLT, XHTML, DHTML, CSS a big plus