Support Center Specialist

Support Center Specialist

November 15, 2016

Location: Denver, Colorado / Headquarters

Status: Full-Time

Position Description:

Wazee Digital is growing and we are looking for an outgoing, smart, and reliable person to join our technical team as a Support Center Specialist, reporting to the Support Center Supervisor. Our clients contact the Support Center Team for assistance on their video and metadata-based projects via email, ticketing system, and telephone. This position is the first point of contact for our end users whom require technical assistance. Excellent customer support skills and positive demeanor are critical.

The Support Center Specialist provides technical web-platform and video content support to customers and internal team members, resolves system issues and provides advice to clients.

Key Responsibilities/requirements

  • Provide superior technical support and service to the Wazee Digital customer base as an individual contributor
  • Assess situations and troubleshoot client software applications to diagnose issues ranging from simple user errors to complex technical problems
  • Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution
  • Provide issue resolution, leveraging shared knowledge documentation provided, or follow proper escalation procedures for engaging Engineering or other technical teams
  • Contribute to the ongoing development and enhancement of knowledge documentation for issue troubleshooting
  • Collaborate with internal departments to jointly address case resolution
  • Follow documentation procedures to maintain case information
  • Use applicable information systems to ensure tickets progress efficiently and are completed within contractual timeframes
  • Be the face of our company to our clients, providing an excellent service experience, promoting our brand, and finding opportunities to continuously delight clients
  • Identify and implement enhancements to team policies and procedures in an effort to drive ongoing efficiencies and cost-effectiveness

Other Experience:

  • 2+ years of relevant support service experience
  • Associate's degree
  • Knowledge of video production workflows a plus
  • Experience with cloud-based software platforms, ability to navigate easily and learn new platforms quickly
  • Strong verbal and written communication and interpersonal skills
  • Strong problem solving skills
  • Ability to multi-task in a fast paced environment
  • Experience with SalesForce Service Cloud, JIRA ticketing systems a plus
  • SQL knowledge is a plus

To apply, please email