Product Support Specialist-2

Job Summary

Product Support Specialist-2

We are currently seeking an Enhanced Support Specialist specializing in Tier 2 client technical support to join our JLL Technologies Corrigo Support team.

Required hours

• Monday-Friday, aligned to U.S. business hours. Shift will be 8am-5pm Central Time.

Responsibilities

• The majority of this role will be troubleshooting various and complex Corrigo issues
• Manage Incidents and Service Requests in multiple ticketing queues for multiple applications
• Be available for chat and live call transfers from OSC Corrigo L1
• Engage in mentoring sessions with OSC L1 Response Team members
• Assist in creating user-facing Knowledge Articles that facilitate user self-help
• Participate in post-migration application testing
• Test complex scenarios to determine cause, symptoms, scope, alternative workflow, solutions and verification of defect reports
• Document steps, findings, suggestions and escalate to Tier 3
• Go above standard Response Team Support troubleshooting methods by performing tests, doing research, and engaging with others within and outside of the Support Department to obtain full understanding
• Make outbound calls to gather details, work through specific steps, and gain understanding of specific workflows to fully understand the reported issue
• Develop and maintain understanding of application features and functionality
• Collaborate with the Learning Team on updates to training and support information
• Ability to work reliably and consistently from home - this is a virtual position
• Stay up to date on new features, releases, known issues, work arounds and processes
• Develop areas of expertise in Corrigo Applications and become Subject Matter Expert

Core Skillsets

• Advanced troubleshooting ability and logic
• Independently motivated
• Excellent attention to detail
• Superior proactive customer service skills
• Superior troubleshooting skills
• Strong interpersonal skills with the ability to engage and communicate with our clients and diverse employees
• Previous ITIL training and knowledge
• Previous experience and competence with an ITIL ticketing tool like Salesforce/ServiceCloud

Education and experience

• (3+) years of work experience collaborating with teams in a matrix leadership environment (Required)
• (5+) years of relevant/professional experience related (Required)
• Experience in Real Estate industry experience (Preferred)

Location

Aurangabad, MH

Scheduled Weekly Hours

40

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.