The Tier 2 Product Support Specialist identifies, troubleshoots and resolves product and technical issues for all Newforma software products including on-premise enterprise, hosted solutions (Cloud) and mobile applications. This role analyzes the issue to determine if it is functioning "as designed" or appears to be a product defect, seeks to identify workarounds when standard procedures have failed, and escalates cases to Tier 3 as necessary under specified criteria, constantly seeking to ensure customers are informed of progress and issues are resolved in a timely fashion. This may involve swarming techniques that engage other team members and managers for assistance as necessary.
The Tier 2 Specialist is familiar with standard troubleshooting concepts, practices, and procedures and relies on experience and judgment to plan and accomplish goals. This role is also responsible for updating individual contact and account information in the Salesforce CRM system as well as contributing to and maintaining content in Knowledgebase Articles from solutions to cases.
This position will require some off hour activity to support the customer base during off business hours, and may require minimal travel.
In this role you will be able to:
- Manage Incoming cases via email, phone and CHAT.
- Monitor the inbound case queue using the Salesforce Service Cloud platform
- Back-fill for Tier 1 as needed
- Interact with Tier 1 for warm transfer process
- Determine if customer issue is already addressed with existing Knowledgebase article, Help topic, video tutorial, etc.
- Schedule and conduct GoToMeeting sessions with customers to resolve in-depth technical issues and gather supplemental information on the issue, including screen captures, log files, error messages, etc.
- Interact within the Tier 2 group as needed for swarming process for new or unknown situations
- Locate, review and analyze submitted crash reports
- Duplicate suspected defects in VM lab environment
- Determine if existing issue relates to known defect currently being tracked in the JIRA database
- Monitor aging cases and escalate as necessary based on predefined rules
- Interact with Tier 3 for warm transfer process with a fully documented case including all background information gathered during customer interactions
- Interact with Account Managers/Sales to provide feedback and insight on cases that are being managed
- Interact with Tiers 2, 3, QA, Product Management, development, etc., as needed to gain further knowledge around issues that are being managed
- Ongoing interaction and training within the support Virtual Machine environment
- Ongoing education, general research to help with future resolution of customer issues
- Part of rotation for off-hours and weekend coverage
- Evaluate ways to improve and prevent future issues
- Create content and document Knowledgebase articles
- Review Knowledgebase articles for technical accuracy based on case issues
- Provide support in a multi-region/team environment
- Attend individual growth, peer, support/services, and development meetings as required
Qualifications:
- Perform successfully in a fast-paced environment
- Comprehend and diagnose software product and support issues
- Ability to absorb and retain information quickly
- Highly self-motivated and directed with a high level of attention to detail.
- Ability to effectively prioritize and execute tasks in a high-pressure and fast-paced environment
- Exceptional customer service orientation
- Excellent written and oral communication skills
- Communicate clearly, courteously, and professionally to non-technical individuals
Education and Experience:
- 3-5 years Help Desk and/or Customer Service experience
- Experience with CRM Case Management platforms such as Salesforce Service Cloud
- Experience troubleshooting Windows Servers, Windows Web servers and Desktop Operating systems
- Azure Administration
- Knowledge of Microsoft Azure Active Directory helpful
- Experience working in a team-oriented, collaborative environment
- Mobile application troubleshooting skills
- Proven analytical and problem-solving abilities
- Amazon Web Services experience helpful
- Experience supporting MySQL or other databases highly desirable, but not required
- CS degree and/or equivalent experience
- Mid-level knowledge of LAN networking and distributed (client/server) computing environments.
- Firewall, Router, VPN, WAN, and Anti-virus configuration and support experience
- Experience in Microsoft Outlook and Exchange system administration
- Active Directory and network security knowledge
- MSCE certification preferred
- Excellent written and verbal Communication Skills
- Prior AEC Industry background or Newforma experience preferred but not required
- High School Diploma or GED required
Who We Are:
Newforma is a leading software company serving the Architectural, Engineering, Construction, and Owner (“AECO”) industry. We pioneered the Project Information Management (“PIM”) category in 2004 and have been dedicated to improving project delivery ever since. Our solutions are purpose-built to keep complex, large-scale projects organized, on-time, and protected. Our software and customer service are world-class, and more than 96 percent of our customers renew their annual subscriptions. Newforma’s leadership philosophy centers on customer-driven software development and nurturing a corporate culture deeply rooted in customer care.
We offer a competitive benefits package including excellent medical plans with HSA and FSA savings plans. Dental, vision, and fully paid life and disability plans are provided upon date of hire. Tuition reimbursement, 401k with match, and additional voluntary benefits are offered to all employees.
Equal Opportunity Employer:
Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. Must be eligible to work in the United States and pass a background check.
