Specialist IT Customer Support, Radar

• The ideal candidate will have solid technical expertise combined with the ability to communicate effectively with both technical and non-technical stakeholders
• The appropriate candidate will be someone who thrives in collaborative environments, excels at tackling challenges independently, fosters process improvement and has a solid technical background
• You have 5+ years Helpdesk/ Customer Support experience
• You are capable of explaining technical issues to non-technical audiences
• You are able to work independently
• You are able to work in a fast-paced environment while exhibiting a strong attention to detail
• You have experience using service desk management software to track support requests, monitor KPIs, and enhance performance
• You have the ability to evaluate, escalate and drive issues to resolution
• You have previous experience supporting retail customers
• You have strong problem-solving and organizational skills and the ability to think creatively to find solutions to complex issues
• You work well under pressure and manage multiple priorities
• You are flexible and able to work additional hours, as necessary
• You are able to write reports, business correspondence, and procedure manuals
• You have an analytical mindset with the ability to analyze data, identify trends and make data-driven decisions
• You have intermediate knowledge of Linux
• You have intermediate Network knowledge
• You have strong verbal and written communication skills
• You have strong knowledge of terminal, CMD, SSH and Telnet
• You have the ability to collaborate with our partners and hardware teams to streamline maintenance dispatches

Desirable

• We are seeking a dedicated Senior Specialist IT Customer Support with a strong background in Helpdesk and customer support to join our dynamic team
• The IT Support Specialist at RADAR will partner with IT Engineering Teams and other departments outside of the Customer Support structure to deep-dive and find root causes to common issues affecting our customer or deployment strategies
• This person is great at driving tasks, projects and issues to timely resolution, has a versatile background focusing mainly on external customers and teams however also working with internal customers
• The candidate will also support RADAR’s employee onboarding/off-boarding process
• The IT Support Specialist will work with external vendors to ensure Maintenance Dispatches have little impact to no impact to our customers
• This is a hybrid role
• In your first 30 days, you will:
• Review and digest training materials to understand the RADAR business model and our core values
• Dive into videos and seminars to gain a better understanding of RADAR’s technology
• Visit RADAR offices to meet with team members and engage in debugging common issues
• Learn about customer support structure
• Learn best practices and ticket-handling processes
• Develop a comprehensive understanding of RADAR support and Helpdesk protocols by reviewing runbooks and how-to guides
• Meet with strategic team members
• Review all processes including escalations, maintenance dispatches and operations
• In your first 60 days, you will:
• Independently provide support to customers through Jira and other ticketing tools
• Communicate with customers to guide them through resolutions
• Collaborate with engineering to escalate issues we are unable to resolve
• Collaborate with your manager to produce reports for customers and internal stakeholders
• Participate in on-call rotation schedule
• Adhere to SLA agreements by responding promptly to customers
• Begin owning dispatch process including scheduling with vendor and customers
• Collaborate with Hardware team to ensure RMA equipment is being received and tested
• Resolve complex problems and troubleshoot by referring to related tickets and documentation
• Begin creating/editing documentation for troubleshooting
• In your first 90 days, you will:
• Successfully resolve complex problems using acquired knowledge
• Efficiently escalate tickets to L2 and L3 tier teams when appropriate
• Collaborate with Customer’s Support Team to resolve issues related to their environment
• Successfully use monitoring tools and have a solid understand of appliance logs
• Identify processes that can be automated
• Begin automating processes in Jira to increase efficiency
• Manage, escalate, and drive resolution of IT issues through service desk management tools, ensuring adherence to SLAs
• Collaborate closely with IT Leadership on projects, automation initiatives, and strategies designed to enhance the customer experience