ePlatform Application Support Specialist 8/27/2016

BCforward Cambridge, MA

Company
BCforward
Job Classification
Full Time
Company Ref #
29349008
AJE Ref #
576001012
Location
Cambridge, MA
Job Type
Regular

JOB DESCRIPTION

APPLY
Job Purpose: ONLY NATIVE RESOURCES TO APPLY - EXCELLENT COMMUNICATION SKILLS TO HANDLE PHONE SUPPORT
Handle complex technical support requests from Enterprise Travel customers. Monitor and support internal environments, applications and tools. Handle first level technical escalations as part of a support desk.

Job Responsibilities:
Process support requests from customers, via email and telephone
Follow documented process flows and playbooks to resolve customer issues
Utilize debugging tools to triage partner issues autonomously
Accurately maintain case management system, and record status of work
Write code snippets under supervision
Respond to technical alerts, and troubleshoot as necessary
Identify when cases require escalation, and engage with higher support tiers to handoff cases
Identify opportunities for process improvements
Provide advanced technical troubleshooting of customer issues, including networking, and integration
It may be required to work with cross functional teams spread across multiple geographies
Provide mentoring and support to junior resources where appropriate

Skills/Qualifications:
Technical support experience, preferably in Enterprise software, or the travel industry
Domain expertise - Contact center, Services, Tech Trouble shooting etc
System Administration experience
Expertise in web technology and protocols (HTTP, SSL, XML, FTP, etc)
Basic networking expertise and troubleshooting
Medium to advanced linux skills
Shell scripting experience
Experience reading, writing and troubleshooting at least one of Perl or Python
Experience with version control
Ability to read and construct XML
Familiarity with the Xymon open source product nice to have.
Strong analytical, troubleshooting and problem-solving skills
Strong attention to detail, and ability to follow processes
Strong English oral and written communications skills to interact with customers and internal stakeholders
Proven ability to manage conflicting priorities under guidance
Experience working with teams in different timezones a plus
Experience documenting support workflows and processes
Development experience a plus
3-5 yrs of experience providing technical support and environment support