Senior Service and Support Specialist

Come join our Expert Network GBSG Supportability Specialist Team as a Sr Service and Support Specialist and become an essential part of our customer support system. As a Sr Service and Support Specialist, you will analyze both quantitative and qualitative data to provide detailed solutions to customer issues and opportunities. You will troubleshoot and gather data on complex issues, working towards finding and sharing solutions through various channels. Your knowledge and experience will be utilized when contributing to projects, ensuring a positive support experience for our customers with new tools, processes, content, or training. Join us now and make a difference in our team.
Responsibilities
• Root cause analysis of customer contacts and methods
• Identify Contact drivers
• Prioritized recommendations for process or product improvements
• Create, edit or update Knowledge articles
• Communicating with Customers
• Knowledge-based trends
• Follow-through and closed loop feedback on problems/opportunities that have been prioritized to be addressed
• Requirements documents (both technical and non-technical)
• Balance Priorities and work independently
• Interprets and responds to data and makes recommendations for elements of new designs
• Contributes to the completion of organizational projects and goals
• Ability to resolve escalated issues with critical thinking and logical approach
• Customer obsessed with focus with a commitment to excellence through
• Builds productive internal and external working relationships
• Gives closed loop feedback to internal stakeholders and outsourcing partners
• Often exercises judgment within defined procedures and practices to determine appropriate action
• Makes data driven decisions that impact both personal and team deliverables
• Works closely with external business partners. (Training, Product or other project work)

Apply to This Job